Technical Customer Success Manager

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 that has continued to grow and expand over these past few years. 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 setups. With Lively being a cutting edge technology in the benefits industry, we are continually growing our offerings through multiple integration avenues in order to provide the best experience for our customers. You will have the opportunity to grow with these advancements and provide valuable input into the future of the product. As well as work on sharpening your troubleshooting and customer service skills. This role is perfect for you if you have a passion for technology, customer service, and healthcare.

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.

Skills & Experience

• 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.

If you are interested in applying, please submit your resume and complete the writing exercise below

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.

The base salary listed is a range for this position. Actual pay will depend on the candidate’s location and experience.$80,000-$110,000 USD

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.

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, lifestyle spending accounts, 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:

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

#LI-Remote