Technical Customer Success Manager

Lively, Inc. is a remote-first company focused on providing innovative benefit solutions to improve personal and financial wellness. The Technical Customer Success Manager will serve as a subject matter expert, assisting customers with EDI or integration setups and ensuring high levels of customer satisfaction.

Responsibilities:

• Become a subject matter expert on customer support topics
• Facilitate and monitor EDI Feeds with new customers and their BenAdmin and/or Payroll providers
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
• Maintain a high level of customer satisfaction by collecting and structuring customer feedback & working closely with internal teams to prioritize requests
• Learn Lively’s Employer product functionality and understand the architecture and technical tools needed to help analyze and triage issues as they arise
• Write and manage technical documentation for internal teams and external customers

Requirements:

• 2+ years of client facing experience
• Exceptional level of customer support to enterprise customers
• Strong project management, organizational, and interpersonal skills
• Excellent verbal and written communication skills
• Exceptional attention to detail
• Passion for technology and being a part of a fast-growing SaaS company
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)
• Skilled at writing feature requests or bug tickets for our product and engineering teams
• Basic understanding of EDI Feeds, SFTP, and API's
• Familiarity with Salesforce CRM
• Experience using Jira
• Proactive in your communication style, open to raising and escalating issues internally where necessary
• Willingness and flexibility to support high customer volume during our busy Open Enrollment season, roughly November through the end of January each year
• Comfortable working with a high level of adaptability and flexibility in a fast-paced environment
• You're driven; no one needs to push you to excel; it's just who you are
• Applicants must be currently authorized to work in the United States on a full-time basis with no sponsorship needed now, or in the future