Lively, Inc.

Customer Success Manager

• Serve as the primary point of contact for a portfolio of customers for all account needs.
• Advocate for and assist customers in leveraging modern tools, including AI-powered solutions, to optimize their benefit administration processes and reporting needs.
• Increase value and drive revenue from existing Lively employers by cross selling other Lively products to those who we already have existing relationships.
• Onboard and implement new employer customers to Lively from sign up to funding of accounts.
• Build and maintain relationships with customers’ third-party vendors, benefits consultants, and brokers.
• Facilitate recurring meetings with customers and brokers as requested.
• Educate customers on Lively configuration options for benefit enrollment, payroll, and reporting.
• Provide client administrators with ongoing enrollment and contribution processing support.
• Respond to all employer inquiries within 1-2 business days at all times.
• Work cross-functionally to support resolution of customer needs and proactively identify trends across customers to inform Lively product and operations teams.
• Create bug reports in Jira for reproducible product issues.
• Facilitate bulk asset transfers from third-party HSA providers to Lively.

Operations

• Serve as the primary point of contact for all debit card operations, addressing inquiries and issues from both internal and external stakeholders across the company.
• Collaborate with the Product team on the design and implementation of debit card pilots and new payment initiatives.
• Own and manage relationships with key vendors, including card processors, card printers, BIN sponsors, and other critical service providers, to ensure the successful operation of debit card programs.
• Oversee the debit card supply chain, including collateral ordering, in conjunction with third-party vendors to guarantee timely card issuance to members.
• Act as the primary systems administrator for all card processing platforms, working closely with processor partners to troubleshoot and resolve issues across the organization, maintaining smooth operation of card programs.
• Manage and resolve cardholder disputes within the card processor system, ensuring timely and accurate resolution.
• Proactively identify and implement opportunities to streamline processes and improve the efficiency of debit card operations, reducing operational costs and improving service delivery.
• Create and maintain comprehensive internal documentation for all debit card related processes, ensuring knowledge sharing and consistency.
• Develop, implement, and manage fraud rules and strategies to minimize financial losses while maintaining a positive customer experience.
• Oversee, evaluate, and optimize tooling related to debit card operations, including fraud monitoring and reporting tools, ensuring the use of the most effective technologies.
• Monitor fraud trends, analyze data, and implement proactive measures to mitigate risks and prevent fraudulent activity.

Customer Success Manager

Payment Operations Manager