Customer Success Manager

Riskonnect• US,

16d•Onsite

About The Position

Riskonnect is seeking a Customer Success Manager to maintain a book of business to meet defined goals and guarantee client satisfaction and realization of the Riskonnect value proposition. The successful candidate will act as the owner of the overall account relationship with clients in an assigned book. Has a general understanding of Riskonnect practices and services. Has presence and credibility in the insurance and business community, and within industry alignment and accounts. Focuses on client satisfaction, retention, and health.

Requirements

5+ years of Experience in Customer Facing role in the Enterprise Software Industry
Familiar with MS Office and Gainsight
Ability to track and organize action items across enterprise software clients.
Ability to prioritize workload and execute in a fast-paced environment
Ability to build customer relationships using remote communication tools (e.g.: phone, email campaigns, conference calls, web training)
Ability to develop senior-level relationships.
Ability to drive insights and adoption recommendations to customers by analyzing customer
Strong empathy for customers and ability to see value through their eyes required
Analytical and Process Oriented Mindset
Ability to communicate clearly and articulate complex concepts and ideas to customers and executives
Make timely decisions and have sound judgment
Ability to support across USA time zones
Must be authorized to work in the United States.

Nice To Haves

Bachelor’s Degree Preferred
8+ years of Knowledge of the Insurance Industry/SaaS experience

Responsibilities

Ensures good customer health of client book
Execute ongoing improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
Manage client renewals
Maintain regular contact with key decision makers and stakeholders and schedule stewardship meetings as appropriate
Work across the firm to drive resolution of identified issues and escalate issues where appropriate
Ensure customer's desired outcomes are well understood, documented, and monitored
Collaborate with Success Consultant on day-to-day client requests, including attending status meetings and escalate service issues where appropriate.
Articulate client needs objectives and work across the firm to develop and propose solutions
Recommend and coordinate cross-functional improvements to the Customer Lifecycle
Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc)
Enterprise contract renewal negotiations
Track results from action plans and follow escalation procedures when appropriate
Identify Upsell and Cross Sell Opportunities
Map customer stakeholders & users to Customer Personas
Partner with Account Executives during Quarterly Business Reviews to create client growth strategy
Feature Request Management
Maintain knowledge of Riskonnect products/services and industry trends
Travel to client sites as needed