Job Overview:

We’re looking for a proven, collaborative, and detail-oriented customer operations professional to be an early member of a customer operations team supporting an important strategic partner.

As a Customer Operations - Partner Lead, you will help build our approach to customer success for a new team. You will be responsible for delivering a timely and high quality implementation experience for our customers, ensuring we are tightly managing cross-functional workflows and driving efficiencies and scalability across all of these processes. While this role will start as a team of one, we expect the team to scale over time. The role has the potential to become a managerial position or evolve into an operational lead.

Responsibilities:

• Develop implementation plans for your customers and manage timely product deployments with constant communication and attention to detail
• Liaise between our customers and internal teams to gather and share customer feedback, influence our product roadmap, and uncover innovative ways to generate customer value
• Manage risks and solve problems creatively and collaboratively, always with a focus on our customer’s objectives
• Monitor health and share insights and results with strategic partner
• Build protocols for success that are specific to this strategic partnership including efficiency opportunities, operational best practices, and ability to drive cross-functional work throughout the organization
• Must work closely with cross functional teams like marketing, analytics, product and engineering
• Run a tight operational ship, ensure all deployments are on time, transparency up to leadership, timely escalations, etc.

What we are looking for:

• 5+ years of customer success or implementation experience; a demonstrated track record of excellence in client service
• A tireless customer advocate who is passionate about building relationships and managing customer outcomes
• Excellent written and verbal communication skills and customer relationship management skills
• Must be a strong project manager
• Unafraid of going deep into the data to understand customer success metrics
• Strong organizational and/or project management skills
• Detail orientation and highly technically savvy (no need for an engineering background, but ability to understand systems and technical concepts will be essential)
• Domain expertise as a partner to insurance carriers, brokers, benefits admin/ben tech providers, or employer HR and benefit teams
• Must have 2+ years experience partnering with enterprise customers +1000 employees

The salary range for New York based candidates for this role is $115,000-$150,000. We use a location factor to adjust this range for candidates that are located outside of geographic region of our New York office. Placement within the salary band is determined based on experience.

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