Manager, Customer Support

Job Locations US
# of Openings
Customer Success
Regular Full-Time


PlanSource is a high-growth software company headquartered in Orlando, Florida with offices in Salt Lake City, Charleston, and Bangalore, India. As part of the Vista Equity Partners portfolio of companies, we are working to reinvent the employee benefits administration landscape. Our talented employees benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth. 


The Manager, Customer Support will be responsible for all steps necessary to ensure a smooth transition of PlanSource clients into and out of the Implementation process. The goal of this position is to impact the time to implement a new case, by making sure all submission information is complete and expectations are properly set in order to facilitate a smooth and timely implementation. Once the implementation is completed, this role will assist in ensuring customers are ready to move on to ongoing support. This position will interact with Carriers, Brokers, Employer Groups, Sales, Strategic Partners, and Operations team members.


Responsibilities / Duties:

  • Responsible for Customer Support Account Management client assignments based on annual recurring revenue.
  • Serve as and provide a defined escalation path for Decision Makers and/or Executive Level client contacts
  • Attend client visits as needed.
  • Service Level Agreement assistance
  • Partner with Ongoing Service Teams to ensure delivery of high-quality services to Client.
  • Liaise with internal departments to assist with Client Escalations and follow through to completion.
  • Determine Client Priorities Across Channel.
  • Define and measure variable compensation programs for team members.
  • Coordinate New Hire training and mentoring efforts.
  • Communicate company policy and process changes to team
  • Work with the Director of Customer Support to develop client strategies.
  • Develop metrics to report to Executive Leadership Team.
  • Complete job-related training courses and/or seminars, as may be required for the job and/or assigned by Manager. 
  • Other duties as deemed necessary by Management.

About You

As a Manager, Customer Support, you reflect the importance of being customer-care focused with our client interactions, and have the drive to build a brand new team to support the ongoing needs of the business. You will be the one to ensure performance and metrics are maintained. In addition, training on the importance of the quality of calls and interactions we have with our customers is paramount. We have a fast-paced culture and to be successful here, you must be comfortable with ongoing change, leading by example and having a pragmatic approach to the work. You are the kind of person who has a focus on exceeding client expectations and being able to produce strategic objectives and implementing new technologies that will grow our contact center into a well-oiled machine. In addition, your qualifications/skills include:


  • Knowledge of employee benefits and the administrative aspects of benefit issues such as compliance and eligibility
  • Experience with Health care desirable
  • Strong influencing and coaching skills
  • Detail-oriented and ability to creatively seek viable solutions to complex situations
  • Excellent time and program management skills
  • Demonstrated project leadership and management experience, including cross-functional collaboration
  • Ability to facilitate meetings and give presentations to senior management
  • Strong understanding of effective curriculum development, training, communications and quality enhancement methods
  • Ability to create a culture of excellence through strong leadership, coaching, mentoring and motivating skills for the development of the leadership team
  • Strong communication and organizational skills
  • Ability to work efficiently in a high demand and fast paced environment
  • Bilingual Spanish ability a benefit


Minimum Qualifications:

Education:             High School Diploma; 4-year degree strongly preferred         


Experience:           1-3+ years of experience in client or project management

                   Experience in Benefits and Payroll preferred

                   High degree of technical expertise and abilities

What We Offer

  • Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
  • An inclusive environment with Employee Resource Groups to join, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
  • The opportunity to work for a fast growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
  • Fast-paced environment with big goals and the opportunity to make a big impact.


Top five reasons to come to PlanSource:


#5: Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. Vista’s portfolio of technology and software companies collectively make up the 4th largest software ecosystem in the world.


#4: PlanSource is highly rated with our customers. Be proud of our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.


#3: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, employee recognitions, and a commitment to wellbeing.


#2: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and offering development plans and tracks to pursue your personal and professional goals.  


#1: Share our values. Be part of a team that values diversity and representation in all levels of the organization. Be part of a team that gives back to local communities, and is actively aware of their social and environmental impact.


PlanSource is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.


We celebrate and support our employees’ diversity in age, color, disability, ethnicity, cultural beliefs, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status and other characteristics that make our employees unique. 


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