Benefex

Manager

• Lead and develop team members through performance management, coaching and regular feedback
• Manage team utilisation and customer portfolio allocation to ensure effective delivery
• Proactively identify risks and resource constraints, implementing solutions to maintain progress
• Track and report on performance (OKRs, quality, delivery and customer satisfaction) to drive continuous improvement
• Manage escalations, support hiring and development decisions, and champion Benifex values

Platform Delivery Manager

Customer Success Manager

• Act as the main day‑to‑day contact for customer administrators, providing operational and technical support
• Manage and deliver customer change requests, including configuration updates and portal changes
• Troubleshoot platform issues by investigating system setups, configurations, and data
• Support customers with queries related to platform functionality, processes, and best practice usage
• Work closely with internal teams to resolve issues efficiently and communicate progress clearly to customers
• Contribute to maintaining strong customer satisfaction through clear communication and reliable follow‑up
• Manage multiple support requests effectively in a fast‑paced SaaS environment

Customer Success Manager, German Speaking

Customer Support

• Lead, coach, and develop a high-performing team of Support Managers, fostering engagement and accountability.
• Own day-to-day operations of the Support team, ensuring quality, consistency, and efficiency in execution.
• Monitor and improve key performance metrics, including customer satisfaction (CSAT) and ticket management.
• Drive continuous improvement of processes, tools, and ways of working to enhance scalability and efficiency.
• Set clear priorities and manage resource allocation across the team.
• Act as an escalation point, supporting complex customer cases and resolving critical issues.
• Build and maintain a strong team culture focused on collaboration, customer-centricity, and performance.
• Use data insights and AI tools to identify trends, drive improvements, and provide structured feedback.
• Own and maintain internal and external knowledge bases to support self-service and high-quality support delivery.
• Collaborate closely with Delivery, Customer Service Operations, and other teams to ensure seamless customer journeys.
• Contribute to broader company initiatives and drive alignment across the Nordic organisation.

Manager, Customer Support Management – Nordics

• Lead, coach and develop a high-performing team of Customer Success Managers.
• Drive customer adoption, satisfaction, retention and measurable value delivery.
• Oversee day-to-day operations of the Customer Success function across the Nordics.
• Ensure consistent delivery quality, aligned with defined customer journey and internal standards.
• Continuously improve processes, tools and ways of working to enhance efficiency and scalability.
• Set clear priorities and manage resource allocation across the team.
• Monitor performance metrics and implement actions to improve outcomes.
• Support team members in complex customer situations and manage escalations.
• Conduct performance reviews, recruitment and career development planning.
• Collaborate closely with Account Directors, Customer Support, Delivery, and other functions to drive growth and retention.
• Act as a key escalation point for cross-functional challenges affecting customers.
• Contribute to broader company initiatives and continuous improvements.

Manager, Customer Success Management

Account Manager

• Generating new business opportunities through strategic partner channels
• Pitching and demonstrating our solutions to partners alongside our Global Sales Team
• Positioning the unique benefits of our platform within the employee benefits and wellbeing market
• Collaborating cross‑functionally with Sales, Product Engineering, Marketing and Legal to deliver the right solutions for each partner
• Managing strategic relationships with strong commercial acumen, diplomacy and exceptional project management
• Staying ahead of the competitive landscape in the enterprise employee benefits and wellbeing sectors
• Supporting Sales teams throughout the full sales cycle for partner‑generated opportunities

Strategic Partner Account Manager

Implementation Specialist

• Lead the end-to-end execution of high-impact transformation initiatives across Product, Technology, Services and Change.
• Define delivery scope, objectives, milestones and timelines aligned to agreed transformation priorities.
• Develop and maintain integrated delivery plans, schedules and roadmaps to guide sequencing and execution.
• Monitor progress closely, proactively identifying risks, issues and dependencies and implementing mitigation strategies.
• Manage interdependencies across workstreams and initiatives, understanding and mitigating programme-level impacts.
• Own change control for scope, timelines and dependencies, ensuring impacts are assessed, documented and communicated.
• Ensure delivery aligns with agreed governance, assurance and escalation frameworks.
• Provide clear, concise progress reporting and maintain delivery documentation throughout the lifecycle.
• Use delivery insights and performance metrics to drive continuous improvement in transformation delivery.
• Ensure initiatives are delivery-ready for go-live and support a controlled transition into BAU with clear ownership and handover.

Transformation Implementation Manager

• Manage a portfolio of approximately 20–30 customers as their primary point of contact, ensuring strong engagement, satisfaction, and retention
• Build trusted relationships with a range of customer stakeholders, including senior leaders
• Lead regular customer check‑ins and internal account health reviews, proactively identifying risks and opportunities
• Develop and present insight‑rich performance updates that support customers in maximising platform adoption and achieving long‑term outcomes
• Drive customer advocacy by championing feedback internally and ensuring insights (including NPS) lead to tangible improvements
• Support customers in aligning the Benifex platform with their broader people, reward, and engagement strategies
• Adapt quickly to shifting priorities and evolving customer needs in a fast‑paced environment