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Senior Manager- Customer Experience Partner

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Plum

12d ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    Healthcare
  • Quick Apply

AI generated summary

  • You need 10-12 years of experience, 5 in health insurance, a related degree, customer success expertise, strong analytical skills, CRM proficiency, and leadership abilities.
  • You’ll resolve complex customer queries, engage with corporate clients, support account management, drive operational improvements, and ensure alignment with customer needs and compliance standards.

Requirements

  • A professional with 10–12 years of total work experience, including a minimum of 5 years in the health insurance industry
  • Bachelor’s degree in Business, Insurance, or a related field
  • Proven experience in customer success, account management, or operations in leading B2B or B2C organisations
  • Preference will be given to candidates having the experience in health insurance industry (Indian or International) and with customer-facing roles.
  • Strong knowledge of health insurance products, regulatory framework, and customer service best practices
  • Exceptional analytical and problem-solving skills, with the ability to manage complex situations effectively
  • Excellent communication and interpersonal skills, with the ability to build relationships across all levels of the organization and with corporate clients
  • Proficient in CRM software and data analysis tools; ability to leverage data for strategic decision-making
  • Leadership skills with a focus on team development and cross-functional collaboration

Responsibilities

  • Expertise in Customer Success Functions:- Develop a comprehensive understanding of all functional areas within the Customer Success Team, including Onboarding, Endorsements, Claims Management, and Customer Support
  • Complex Query Resolution:- Act as the primary point of escalation for internal teams and corporate clients to resolve complex queries related to customer success (onboarding, endorsements, claims, and customer support). Collaborate with various departments to gather necessary information and provide accurate and timely solutions in line with terms & conditions and regulatory adherence. Implement feedback loops to ensure recurring issues are addressed, and solutions are documented for future reference
  • Corporate Client Engagement:- Participate in corporate client calls, including Quarterly Business Reviews (QBRs), representing the Customer Success Team and ensuring a clear understanding of client needs from an operational perspective. Prepare and present insights and updates on customer success metrics, operational processes, and product offerings to clients, ensuring alignment with their expectations and needs. Build strong, trusting relationships with corporate clients, positioning yourself as a strategic partner in their success
  • Support for Account Management and Escalations:- Collaborate with account management and escalation teams to analyze and resolve complex escalations effectively, ensuring clear communication regarding insurance regulations and compliance requirements. Provide guidance and operational insights on how to navigate regulatory frameworks and enhance client satisfaction during complex situations
  • Operational Projects and Efficiency Improvements:- Lead and drive operational projects in collaboration with the product team, identifying areas for simplification and efficiency enhancements within customer success processes. Utilize data analysis and stakeholder feedback to inform project priorities and ensure that improvements align with customer needs and operational capabilities. Monitor the impact of implemented changes, adjusting strategies as necessary to achieve optimal results in service delivery

FAQs

What is the primary role of the Senior Manager- Customer Experience Partner at Plum?

The Senior Manager- Customer Experience Partner is responsible for managing relationships with corporate clients and internal stakeholders, ensuring client satisfaction and success while overseeing various functions within the Customer Success Team, including onboarding, endorsements, claims management, and customer support.

What qualifications are required for this position?

Candidates should have 10–12 years of total work experience, including at least 5 years in the health insurance industry, a Bachelor’s degree in Business, Insurance, or a related field, and experience in customer success, account management, or operations in leading B2B or B2C organizations.

What specific experience is preferred for applicants?

Preference will be given to candidates with experience in the health insurance industry (either Indian or International) and those who have held customer-facing roles.

What are the key responsibilities associated with the Senior Manager role?

Key responsibilities include managing complex query resolution, participating in corporate client engagements, supporting account management and escalations, leading operational projects, and driving efficiency improvements within customer success processes.

Who will the Senior Manager interact with internally?

Internally, the Senior Manager will interact with the endorsement team, onboarding team, products & engineering, other claims teams, support inbound teams, and account management.

What types of clients will the Senior Manager engage with?

The Senior Manager will engage with external clients, specifically client HRs and leadership.

What skills are essential for candidates applying for this role?

Essential skills include strong knowledge of health insurance products, regulatory frameworks, exceptional analytical and problem-solving abilities, excellent communication and interpersonal skills, proficiency in CRM software and data analysis tools, and leadership skills focused on team development and cross-functional collaboration.

Is experience in using CRM software necessary for this job?

Yes, proficiency in CRM software and data analysis tools is necessary for leveraging data for strategic decision-making.

What is Plum's mission?

Plum's mission is to provide the highest quality insurance and healthcare to 10 million lives by FY2030 through companies that care.

How does Plum view client relationships?

Plum emphasizes building strong, trusting relationships with corporate clients, positioning the Senior Manager as a strategic partner in their success.

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Plum

Money, motivated. The smart money app helping +1.5m invest, save and manage their spending.

Finance
Industry
51-200
Employees
2016
Founded Year

Mission & Purpose

Plum is a company that offers an AI-powered personal finance app designed to help users manage their money effectively. The app analyses users' financial transactions, provides insights into their spending habits, and offers personalised recommendations to help them save, invest, and achieve their financial goals. Plum's ultimate mission is to democratise access to financial expertise and tools, making personal finance simple, accessible, and automated for everyone. Their purpose is to empower individuals to take control of their finances, build healthy financial habits, and make informed financial decisions with ease. Plum aims to remove the complexity and barriers often associated with financial management, providing users with the tools and knowledge to improve their financial well-being and secure their financial future.