Technical Customer Success Manager

Lively, Inc.
parental leave, 401(k), stock options
United States, New York, New York
March 21, 2023
About Lively Lively set out to raise the bar on benefit solutions, because we believe no one should have to sacrifice personal wellness for financial wellness. While traditional benefits focus more on transactions and less on the humans using them, Lively harnesses user-centric design and innovative technology to deliver an effortless experience for employers and account holders alike. Our modern HSA is consistently top-rated, and we have since expanded our offerings to provide a full suite of other benefits and services for companies, consumers, and financial institutions. Lively is a remote-first company, headquartered in San Francisco with employees across the US. Come join us and help make getting the value out of your benefits as simple as it should be. About the Role Lively has an amazing Customer Success Team we would love for you to join! This Technical CSM role requires thorough knowledge of our products and offerings, but also the ability to assist our customers with their EDI or integration set ups. With Lively being a cutting edge technology in the HSA and FSA industry, we are continually growing our offerings through multiple integration avenues in order to provide the best experience for our customers. This role will have the opportunity to grow with these advancements and provide valuable input into the future of the product. In this role, you will be able to continue to sharpen your troubleshooting skills and customer service skills. Please apply if you have a passion for technology, customer service, and healthcare. Responsibilities Become a subject matter expert on HSA & FSA employer support topics Provide Lively Employer Admins with ongoing support Own a book of business of Lively customers, ensuring their success and trust in our products and services 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 Skills & Experience 2+ years of client facing experience in a CSM or similar role Experience delivering an 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 You're driven and no one needs to push you to excel; it's just who you are 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 product and engineering teams 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 Basic understanding of EDI Feeds, SFTP, and API's Familiarity with Salesforce CRM Experience using Jira The base salary range listed below for this position is inclusive of all U.S. States and Washington D.C. Actual pay will depend on the candidate's location and experience. Salary range: $75,000 - $100,000 DOE 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. We encourage you to apply even if you do not meet all of the qualifications, but feel you would be a good fit for the position. However, you must be located in the United States. Benefits & Perks We offer competitive salaries, stock options, medical, dental, vision, life and disability coverage. An HSA with employer contribution, FSA, paid parental leave, medical travel benefits, a 401k plan, flexible vacation policy and more! At Lively, we believe having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Come join us in our mission to help people optimize their healthcare spending, maximize their savings, and better their livelihood! Lively Inc. participates in the E-Verify program. Learn more about E-Verify here: #LI-Remote