Customer Account Analyst

Summary

Join Us at PlanSource: Your Exciting Career Awaits! At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us! Role Overview The Customer Account Analyst is accountable for providing internal and external technical support throughout the ongoing client relationship. This role performs assigned technical tasks in support of PlanSource’s fully outsourced delivery model. The Customer Account Analyst partners closely with the aligned Customer Account Manager to provide timely resolution to client inquiries, deliver day-to-day technical support, and participate in regular client meetings to drive increased value within client relationships.

Key Responsibilities

Client Relationship Support Attend weekly meetings with key client contacts to review account status and track open items through completion. Partner with the aligned Customer Account Manager to support client needs and ensure timely resolution of client inquiries. Support client communication and follow-up on technical tasks and deliverables. Technical Execution & Support Perform assigned process-level technical tasks in support of ongoing services for aligned client accounts. Execute technical tasks for client special projects, including Annual Enrollment, following established change management and project protocols. Perform routine audits to ensure accuracy in delivery and adherence to requirements. Project Coordination & Collaboration Coordinate with internal subject matter experts to resolve client-specific issues and support project work. Participate and coordinate with internal departments, including EDI, Billing, and Boost/API connectivity teams, on client-specific issues. Support cross-functional efforts to ensure timely and accurate delivery of services. Operational Support & Continuous Improvement Drive efficiency and value to the client relationship by supporting implementation of system functionality and automation of processes. Identify opportunities to improve workflows and support ongoing enhancements. Assist in maintaining quality and consistency in service delivery across accounts. Documentation & Governance Support the update and maintenance of documentation regarding client activity and account details. Ensure accurate tracking of work performed, open items, and technical updates. Complete job-related training and development as required. Additional Responsibilities Perform other duties and support special projects as assigned by management AI‑Enabled Support & Continuous Improvement Use AI-enabled tools to help analyze patterns in support tickets, summarize findings, and accelerate root-cause analysis, with appropriate validation. Apply AI assistance to support documentation, knowledge base updates, and issue research. Identify opportunities to improve support workflows through automation and tooling. Contribute to continuous improvement of support processes, documentation, and operational practices. Scope Executes assigned technical and operational tasks to support client accounts and contribute to a consistent, high-quality customer experience. Works in partnership with Customer Account Managers to support account delivery and client success. Complexity Supports execution of client account activities that require analysis of client configurations, technical requirements, and operational processes. Applies foundational knowledge of benefits administration and supporting systems to resolve issues and complete assigned tasks. Discretion Erroneous decisions or actions may negatively impact client relationships, service delivery, and business outcomes. Interaction Regularly interacts with internal stakeholders and client contacts to support issue resolution, task execution, and service delivery. Collaborates across teams to ensure alignment and timely completion of work. Supervision Operates as an individual contributor within a cross-functional team, supporting client accounts under the guidance of Customer Account Managers and leadership. Success Indicators Accuracy & Delivery: Completes technical tasks and audits with a high level of accuracy and minimal rework. Timeliness & Execution: Meets deadlines for assigned tasks, project support, and client deliverables. Client & Team Support: Provides responsive, reliable support to clients and internal stakeholders. Operational Consistency & Growth: Demonstrates continuous improvement in technical knowledge, efficiency, and ability to handle increasingly complex tasks. About You Experience & Education

Preferred Qualifications

College degree or equivalent work experience required. 2+ years of experience in ongoing administration within Health and Welfare Benefits Administration Technology. Technical & Professional Skills Ability to be an effective team member. Excellent oral and written communication skills. Excellent organization and prioritization skills. Familiar with Microsoft Office and Microsoft Outlook Demonstrated ability to effectively work with all levels and cross-functionally within the company. Must be able to work outside of normal work hours. Must have ability to travel as required (approx. 10%). Strong customer service and orientation skills. Strong problem-solving skills.

What We Offer

At PlanSource, benefits are at the core of what we do, and we understand their impact on our employees and their families. That’s why we’ve designed our benefits program to support overall wellbeing across health, financial security, career growth, and work‑life balance. Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care. Employer‑funded Health Savings Account (HSA) - up to $1,000 annually for family coverage. Dental & Vision planswith 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0. 401(k) with immediate vesting and a 50% company match up to 6% of contributions. Generous paid parental leave, adoption assistance, and fertility benefits. Flexible PTO, paid holidays, a strong culture of work‑life balance and Flex Fridays in the summer. Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources. Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives. Top 5 Reasons to join PlanSource #5: Be part of what’s next in benefits technology Join a company redefining how benefits work. Backed by Vista Equity Partners, PlanSource is continuously investing in innovation, bringing together AI, automation, and human insight to simplify complex processes and deliver real outcomes. This is your opportunity to build the future of benefits at scale. #4: Make an impact with technology our customers trust Our platform powers some of the most complex benefits programs in the market, and our customers rely on us to get it right. From a unified benefits ecosystem to AI-driven decision support, everything we build is designed to deliver clarity, confidence, and measurable impact for the people who use it every day. #3: Be recognized, supported, and set up to thrive We believe great work deserves recognition and real support. From meaningful rewards and recognition programs to a comprehensive approach to employee support, we invest in helping our people perform at their best and feel valued along the way. Recognized as a top workplace, PlanSource has earned multiple Great Place to Work certifications and numerous awards, including Best Company for Culture, Work-Life Balance, and Compensation, reinforcing our commitment to an exceptional employee experience. #2: Grow your career with intention At PlanSource, career growth doesn’t happen by accident. With a strong track record of internal mobility, structured development paths, and opportunities to take on new challenges, you’ll have the support and flexibility to build a career that evolves with you. #1: Be part of a culture built on connection and impact Our culture is rooted in connection, inclusion, and shared success. Guided by our S.O.U.R.C.E. values, we lead with service by putting others first, approach challenges with optimism, and act with urgency to drive meaningful outcomes. We hold ourselves accountable through reliability, continuously grow through curiosity, and operate with efficiency to maximize the impact of our work. Here, diverse perspectives are valued and they directly shape how we collaborate, innovate, and deliver an exceptional experience for our customers. NOTE: We will consider a remote employee for approved cities PlanSource can accommodate. If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education. Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of PlanSource will only contact you from an email address ending in @plansource.com. PlanSource will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you’ve encountered a recruiting scam, report it to the Federal Trade Commission and your state’s Attorney General. REF 4832 version May 2026