Customer Account Analyst - Plansource

PlanSource is a benefits administration software company headquartered in Orlando, Florida with offices in Salt Lake City 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. 

Our software has helped the various stakeholders in the Benefits Administration space in managing how benefits are bought, sold, managed, and consumed, and continues to transform the industry with innovative solutions. Nearly 7.5 million consumers receive their benefits through the PlanSource platform, which provides flexible and intuitive software and services for benefits administration.

PlanSource is looking for a highly motivated, organized, forward-thinking team member to join the Customer Success organization as Customer Account Analyst. 

The Customer Account Analyst works closely with the Account Managers to ensure that client expectations are continually met or exceeded. Customer Account Analysts provide  support to existing clients such as: Troubleshooting Complex Client Setup Issues; Configuring the Ben Admin System as Needed (New and Open Enrollment); QA for Partner Vendor Configurations.

Responsibilities include:

• Assist implementation team during peak periods on system configuration and client set-up. 
  
• Assist in configuration and implementation of groups on the PlanSource Platform. 
  
• This position will assist the with the renewal process for renewal clients.   
  
• Attend client meetings as requested by Account Manager to review functionality issues or participate in roll out discussions. 
  
• Attend weekly and Ad Hoc client calls and report on issues. 
  
• Ensure that client expectations are continually met or exceeded. 
  
• Maintain Standard Operating Procedures Documents (SOPS) on all processes performed. 
  
• Provide technical support to existing clients such as: Troubleshooting Complex Client Setup Issues; Configuring the Ben Admin
• System as Needed (New and Open Enrollment); QA for Partner Vendor Configurations. 
  
• Provide tier 1&2 level support for configuration and processing questions. 
  
• Train new client administrators/broker partners contact on Ben Admin System. 
  
• Work with Account Manager on items requiring escalation above Tier 1&2.  
  
• Other duties as deemed necessary by Management  

Requirements for the Customer Account Analyst: 

• 1-2 years technical experience such as help desk support, time and attendance implementation or software configuration and training or related education.  
• Excellent organization and prioritization skills.       
• Excellent written and verbal communication skills. 
• Strong customer orientation. 
• Must be able to work outside of normal work hours. 
• Familiar with Microsoft Windows Networking Systems. 
• Ability to be an effective team member and team player
• Must have Advanced Microsoft Excel Experience. 
• Proficient with Microsoft Office Suite. 
• Strong keyboarding skills. 

• 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.