Customer Account Analyst

Vista Equity Partners Management, LLC; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Customer Account Analyst, where you'll play a vital role in ensuring client satisfaction and technical support. This position offers the chance to work with a dynamic team in a fast-paced environment, focusing on delivering exceptional service and maintaining strong relationships with clients and vendors. With a commitment to employee well-being and professional growth, this role provides a unique opportunity to thrive in an inclusive culture that values diversity and community involvement. Be part of a rapidly growing tech company and make an impactful contribution to the future of benefits administration technology.

Benefits

Comprehensive benefits package

401(k) plan

Unlimited PTO

Paid parental leave

Mental health and well-being focus

Volunteering days

Recognition programs

Qualifications

• 2-3 years of relevant experience in customer account management.
• Intermediate knowledge of CRM tools and proficiency in MS Office.

Responsibilities

• Coordinate and complete tasks managing interactions between clients and vendors.
• Ensure all tasks are delivered on time and accurately.

Skills

CRM Tools

MS Office

Technical Aptitude

Communication Skills

Critical Thinking

Time Management

Job description

Join Us at PlanSource: Your Exciting Career Awaits!

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

PlanSource is looking for a Customer Account Analyst to work closely with the Account Managers to ensure that client expectations are continually met or exceeded. CAAs provide technical support to existing clients, including troubleshooting complex client setup issues, configuring the benefits administration system for open enrollment, and QA for partner vendor configurations.

Responsibilities / Duties:

• Under the guidance of the Account Manager, focus on executing configuration and technical requirements for client projects involving customer management with software and services.
• Own, coordinate, plan, and complete assigned tasks, managing interactions between internal departments, clients, and vendors to fulfill contractual obligations.
• Work in conjunction with the Client Account Manager, performing basic to intermediate technical and service functions with minimal supervision.
• Impact productivity, effectiveness, and overall customer satisfaction through your work.
• Maintain a strong understanding of processes, expectations, and service-level requirements.
• Execute daily activities efficiently within outlined service level agreements.
• Communicate effectively and follow through on commitments.
• Ensure all tasks are delivered on time and accurately.
• Assist with peer mentoring and coaching.
• Report and escalate issues to management as needed.
• Measure performance using appropriate tools and techniques.
• Establish and maintain relationships with third-party vendors alongside the Account Manager.
• Pay attention to detail, ensure quality assurance, and follow process documentation.
• Assist with department projects or goals.
• Participate in developing and implementing standard processes and best practices.
• Perform other related duties and take on new tasks or challenges as needed.
• Understand and apply HIPAA, PHI, and PII sensitivity and compliance.

Benefits and Culture

• Comprehensive benefits package including health benefits, a 401(k) plan, unlimited PTO, paid parental leave, rewards and recognition programs, and a focus on mental health and well-being.
• Inclusive environment with Employee Resource Groups, volunteering days, and donation options through our recognition platform.
• Opportunity to work for a fast-growing, established tech company with a dynamic team.
• Fast-paced environment with big goals and impactful work.

Top five reasons to join PlanSource:

1. #5: Join the Vista Family. Vista Equity Partners acquired PlanSource in March 2019, marking a new growth phase. Vista's portfolio is the 4th largest software ecosystem globally.
2. #4: Highly rated by customers. Our sophisticated cloud-based technology meets complex benefit program needs.
3. #3: Success is rewarded. Recognition and rewards, comprehensive benefits, and a commitment to wellbeing.
4. #2: Professional growth. Opportunities for internal promotion and development plans.
5. #1: Shared values. Valuing diversity, community involvement, and social and environmental responsibility.

We are committed to diversity and inclusion, celebrating the unique qualities of our employees. If selected, you will complete a background check, including drug screening, criminal record search, and verification of employment and education.

REF 4715

Qualifications

• 2-3 years of relevant experience.
• Intermediate knowledge of CRM tools.
• Proficiency in MS Office (Excel, Word, Outlook, Project, PowerPoint).
• Strong technical aptitude.
• Ability to work independently and collaboratively, taking lead when necessary.
• Willingness to share knowledge and collaborate.
• Excellent communication skills with a customer service focus.
• Effective presentation skills for audiences of varying sizes.
• Key competencies: skilled, prioritization, critical thinking, process management, leadership, time management.
• Ability to learn quickly and work independently.
• Creative thinking and willingness to explore outside areas of expertise.
• Flexible, adaptable, and goal-oriented professional.