Implementation Specialist

About Plum:

Plum is an employee insurance and health benefits platform focused on making health insurance simple, accessible and inclusive for modern organisations.

Healthcare in India is seeing a phenomenal shift, with inflation in healthcare costs 3x that of general inflation. A majority of Indians are unable to afford health insurance on their own, and so as many as 600 million Indians will likely have to depend on employer-sponsored insurance.

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About the Role:

As a key member of the onboarding pod in the Mid-Market segment, you will ensure that both employees and employers navigate their health insurance and benefits seamlessly. You will be dedicated to customer success, going above and beyond to prioritise and assist end users.

Being the first point of contact post-sale, you have to be the flag bearer of Plum. We are looking for someone with excellent communication skills, a passion for helping people, and solving complex problems with creative solutions

What You’ll Be Doing:

• Onboard corporate clients, coordinating with internal teams (Sales, Account Management, Product) and external insurers.
• Guide HR/Admins and employees through the product onboarding process. Adhere strictly to standard operating procedures (SOP) for onboarding.
• Develop comprehensive knowledge of our products, systems, and processes. Address customer queries promptly and accurately via phone, email, or chat.
• Manage corporate escalations related to onboarding.
• Collaborate with internal and external teams to resolve customer issues efficiently. Drive customer retention by delivering exceptional service.

About You:

• 3-5 years of experience in Customer Success, Client Servicing, or Relationship Management.
• Excellent command of English, both written and spoken.
• Strong attention to detail.
• Proficiency with modern tools such as Intercom, Slack, Google Suite, and Hubspot.
• Experience in a startup environment is a plus.
• Strong skills in data handling and Excel.