Customer Success Account Manager And Onboarding Specialist

Company Description Benefits Hero is a modern integrated platform that simplifies employee benefits management for businesses. The company streamlines insurance-related activities through automation, giving organizations a straightforward way to handle complex benefits processes. HR professionals use Benefits Hero to manage employee data and benefits more efficiently, enabling both organizations and individuals to grow and thrive. The platform is designed to be accessible and user-friendly, and is offered free of charge to help employers of all sizes improve their benefits experience.
Role Description This full-time hybrid role is based in Sheraton, with flexibility for some work from home. The Customer Success Account Manager and Onboarding Specialist will guide new clients through implementation, configure their Benefits Hero accounts, and ensure a smooth onboarding experience for HR teams and employees. Daily responsibilities include managing a portfolio of client accounts, conducting training sessions and demos, resolving client inquiries, monitoring platform usage and satisfaction, and proactively identifying opportunities to improve client outcomes. The role also involves collaborating with product and support teams to communicate client feedback, document processes, and contribute to continuous improvement of onboarding and customer success practices.
Qualifications

• Customer success and account management skills, including relationship building, client communication, and ongoing account oversight.
• Onboarding and implementation skills, such as project coordination, requirements gathering, and platform configuration for new clients.
• Strong communication and presentation skills to deliver clear training sessions, product walkthroughs, and written documentation.
• Analytical and problem-solving abilities to interpret client needs, troubleshoot issues, and recommend effective solutions.
• Organizational and time management skills to handle multiple client engagements, meet deadlines, and maintain accurate records.
• Comfort with technology and SaaS platforms, including proficiency with common business tools (e.g., CRM systems, spreadsheets, video conferencing).
• Experience working with HR, benefits, or insurance processes is highly beneficial.
• Bachelor’s degree in Business, HR, Communications, or a related field, or equivalent practical experience.
• Ability to work effectively in a hybrid environment in Sheraton, collaborating both in-office and remotely.