Customer Success Manager for Trionfo (Flex's Sister Company) - Chicago, IL

 

Trionfo is a sister company to Flexible Benefit Service LLC and is expanding operations!  Trionfo is recruiting for their first-ever Customer Success Manager. See details below.

By joining Trionfo now, you’re getting the opportunity to grow as we grow!

Summary: We are looking for a Customer Success Manager (CSM) that will serve as a thought leader, customer advocate, and partner to our most strategic customers in their use of Trionfo Solutions’ platform. This CSM role will manage customer relationships with healthcare carriers from discovery and outreach to ongoing account management and growth. The Customer Success Manager is the key partner in helping our valued customers achieve their strategic objectives to drive adoption of our products/solutions, build strong partnerships, and ultimately ensure they realize value from their investment in our platform. In this role, you will work closely with Trionfo’s internal and external stakeholders to develop reveal new growth opportunities, building new value propositions and awareness.
 

Key Responsibilities:

  • Accountable for customers’ overall success with Trionfo, including the adoption of Trionfo solutions, renewals, customer health, and satisfaction.
  • Educating customers on new platform features, services, and best practices by preparing and conducting product/platform demonstrations/presentations and training, such as open enrollment demo for new/changing plans or release functionality changes.
  • Work with customers to make sure that they are getting the most out of our software: understand customer usage, help establish remote care best practices, and elicit feedback for feature improvements.
  • Foster innovation by sharing resources and new ways your customers can use Trionfo’s platform solutions to advance their digital maturity.
  • Be the voice of the customer internally at Trionfo by sharing process improvements and asks back into the internal ecosystem.
  • Create performance analysis to demonstrate ROI for the customer based on product stickiness, ticket volume, and quality of relationship.
  • Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers’ success by maintaining a thorough understanding of all internal systems.
  • Develop a close relationship with key decisions makers within assigned accounts and further elevating executive relationships.
  • Identify customer resource requirements and dependencies and address gaps.
  • Analyze data to discover insights that drive recommendations for clients.
  • Coordinate comprehensive adoption of our platform across multiple departments which in return will transform conceptual workflows into live production runs.
  • Manage and respond to customer tickets and/or questions (email and voicemail) as well as maintain ownership from initial customer contact to resolution.
  • Collaborating with business leaders and cross-functional teams as a customer advocate to integrate customer feedback and experience metrics into decisions on products to improve customer usability and satisfaction.
  • Act as a liaison with internal departments to resolve issues that may arise.

 

Requirements:

  • Bachelor’s degree in a technical, business, or related field.
  • 4+ years of experience in customer success, account/relationship management, project management, or related experience.
  • Experience in a customer-facing role, analyzing customer accounts, account growth opportunities, building relationships, and collaborating closely with team members across multiple departments and stakeholders.
  • Experience with SaaS platforms.
  • Healthcare background preferred.
  • Solid understanding of established SDLC (Software Development Life Cycle).
  • Excellent oral, written, and presentation communication skills.
  • People-oriented: enjoys interacting with people and working on group projects.
  • Autonomous/Independent: enjoys working with little direction.
  • Innovative: prefers working in unconventional ways or on tasks that require creativity/thinking outside the box.

 

Trionfo offers a full benefits package including medical with various options, dental, life, vision, STD, LTD, Flexible Spending Accounts, a 401K with matching, and PTO, and more!

 

Interested candidates are invited to submit a resume and cover letter to HR@Trionfo.com

 

Trionfo is an Equal Opportunity Employer.

 

 

 

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