Employee Performance Specialist jobs in Maryland

About Employee Navigator

Employee Navigator is a rapidly growing and highly profitable $100M ARR SaaS insurance & HR technology company that works with the nation’s leading insurance carriers, payroll companies & insurance brokers. With over 300 employees across six offices, our products are designed to make it easier for our customers to manage the complexity of employee benefits & HR including benefits administration, employee onboarding and much more. Following our recent acquisition of Enrollease, Inc. (known as Ease in the industry), Employee Navigator is now the leading benefits administration and HR platform in the US for insurance brokers, serving more than 4,000 brokers, over 175,000 companies and more than 14 million employees.

We’ve been named one of the Washington Post’s Top Workplaces six years running…. including during the pandemic! Come join us and help us continue the tradition as well as start new ones!

About the Role

The Client Software Specialist will deliver a world-class experience to our customers. The Client Software team is responsible for guiding our broker clients through key moments of their customer journey, and shares expertise to help all our users become Employee Navigator experts. You’ll be directly responsible for the experience of thousands of customers on Employee Navigator.

*Please note: This is an onsite role five days a week*

Responsibilities

• Become an expert within all facets of the Employee Navigator platform through departmental and independent hands-on training
• Leverage deep understanding of Employee Navigator’s products and services to provide solutions to clients' issues and questions, exceeding clients' expectations and ensuring that clients understand the value of our products
• Provide the first line of support for our customer base via email, phone or our support forum
• Assist clients with case builds including benefits enrollment, carrier and payroll integrations and employee onboarding
• Collaborate with teammates on process improvements and strategies to make the most out of the Employee Navigator software
• Serve as an experienced consultant to customers supporting Employee Navigator’s complex products/technologies
• Provide recommendations to EN leadership around potential best practices and training on EN solutions, based on client input or experience
• Conduct webinar training sessions
• Work with general direction to resolve issues and provide solutions, with guidance in complex situations

Qualifications:

• At least 5 years of experience in a client facing environment, with proven ability to produce positive results
• At least 3 years of professional consulting experience or equivalent experience as a practitioner in a systems-related organization
• Possess innate customer service skills including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Expertly address challenging questions while providing answers that are quick and easy to understand
• Consistently seek to improve their own knowledge, the customer’s knowledge, and the product itself
• Be a motivated problem solver who can accurately document and communicate issues
• Demonstrate proficiency using Microsoft Office products, including Excel
• Bachelors Degree OR equivalent years of experience

Bonus Points:

• Experience with benefits administration, insurance, or payroll

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person