Customer Success Speicalist

Brown & Brown Insurance

3d•$26 - $31

About The Position

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Brown & Brown is seeking a Customer Success Specialist to join our growing team! The Customer Success Specialist is a key team member of the National Employee Benefits Technology (EBTech) Department. The department deploys various software tools to our valued customers and their employees for use in health care reform compliance, automated benefits enrollment, and other needs for automation. The incumbent is responsible for carrying out and overseeing various aspects of ongoing customer service, including root cause analysis, testing, training, and presentation of the software to customers and/or their employees, as well as post-implementation support. The incumbent may be placed in primarily a customer support (post-implementation) role. The incumbent must also be very detail and deadline oriented. The Customer Success Specialist works directly with customer contacts. How You Will Contribute: Proficient at root cause analysis and serves as subject matter resource in customer meetings, as needed. Service new and existing moderately (or greater) complex customer websites (using third party software), following established SOPs and best practices. Works on moderate complexity (or greater) client projects. Provide direct and indirect (through teammate development) daily support to assigned clients and/or clients as directed. Developing root cause analysis skills to provide direct daily support to assigned clients as directed. Anticipates and responds to client support questions as assigned and works directly with clients. Promote teamwork, support, knowledge sharing and a positive attitude in the department and office. Promote a commitment to achieve or exceed internal and external performance standards both individually and through teammates. Strong ability to interpret and follow SOPs and assist with providing guidance on the development of SOPs, and provide SOP process improvement considerations for primary platform.

Requirements

Minimum education required: Associate’s, or Bachelor’s degree, or equivalent work experience
2-5 years of applicable software implementation experience
Ability to readily learn and apply new information/concepts
Proficient with MS Office Suite
Experience working with personal computer database applications
Exceptional telephone demeanor, professional approach to problem-solving
Attention to detail and the ability to adhere to strict deadlines
Ability to maintain a high level of confidentiality
Ability to travel for work if requested (Less than 5% of the time)
Licensure in Life and Health Insurance or ability to obtain license within one year of employment

Nice To Haves

2-4 years of experience in an office environment, preferably in the insurance, human resources, or financial sectors (preferred).

Responsibilities

Proficient at root cause analysis and serves as subject matter resource in customer meetings, as needed.
Service new and existing moderately (or greater) complex customer websites (using third party software), following established SOPs and best practices.
Works on moderate complexity (or greater) client projects.
Provide direct and indirect (through teammate development) daily support to assigned clients and/or clients as directed.
Developing root cause analysis skills to provide direct daily support to assigned clients as directed.
Anticipates and responds to client support questions as assigned and works directly with clients.
Promote teamwork, support, knowledge sharing and a positive attitude in the department and office.
Promote a commitment to achieve or exceed internal and external performance standards both individually and through teammates.
Strong ability to interpret and follow SOPs and assist with providing guidance on the development of SOPs, and provide SOP process improvement considerations for primary platform.