Manager, Customer Success

Acrisure Innovation • Austin, TX

8h

About The Position

At Acrisure Technology Group, we are digitally transforming traditional insurance and financial services distribution by building innovative software and AI solutions.
We operate at the intersection of world class AI talent and seasoned industry expertise. We aren’t afraid to challenge conventional wisdom for the benefit of our customers, nor do we think we have all the answers. Our culture values first-principles thinking, humility, bold action, and fresh, heterogeneous perspectives that help us see what others cannot, to transform the industry. We’d like your help.
As a Partner Success Manager, you will ​​empower Acrisure Agency Partners (AP) to realize the value of ATG’s technology solutions by working with a nimble team driving adoption and business outcomes. You will be the ultimate advocate for Acrisure APs and their stakeholders, and become a trusted representative of the voice of the customer at ATG. To achieve this, you will be developing, executing and sharing success playbooks and establishing scalable processes and systems for generating awareness, earning adoption and providing an optimal customer experience for our technology users.
Here are some of the ways in which you’ll achieve impact:

Requirements

• High energy. You bring passion and enthusiasm to your work and are highly productive in a fast-paced environment with little oversight on a day-to-day basis.
• Results oriented. You value outcomes over activities, and you can independently chart your path to deliver the desired results.
• Customer centric. You bring a high-level of empathy for our partners / customers and can establish frameworks to structure our thinking about their wants, needs and how to drive outcomes.
• Adept at ensuring scalability: You prioritize one-to-many enablement activities over one-to-one enablement activities.
• Capable of driving success in ambiguous conditions. You act like an owner and are independently capable of seeking information in an unstructured environment, solving conceptual problems, corralling resources, and delivering results in challenging situations.
• A concise and effective communicator. You possess strong written and verbal communication skills, and can adapt your style for both end user audiences as well as internal executives.
• A relationship builder. You are able to build trust quickly with internal stakeholders and customers with a high degree of empathy and with a team-first collaborative attitude.
• A continuous learner: You are intellectually curious and constantly seek to understand trends at a deeper level, while also able to reconcile your understanding and communicate across different mental models.
• Have a proven track record of enabling a strong customer experience: You possess a history of successfully driving adoption and/or an exceptional customer experience through any or all of the five dimensions of Partner Success (value messaging, field enablement, driving critical metrics, feedback loop and support).
• Work experience: 5+ years of work experience; technology startup or insurance distribution or operations experience strongly preferred.
• Location: Willing and able to work from headquarters in either Austin, Texas or Grand Rapids, MI (preferred), with remote roles considered for the right candidate.

Responsibilities

• Implement a scalable user support system that maintains a high quality and consistent experience.
• Conduct activities across five key Partner Success areas (value messaging, field enablement, driving critical metrics, feedback loop and support) that ensure successful go-to-market and post-sale outcomes with ATG’s technology solutions.
• Get to know our APs, catalog how they operate, their agency strategy, their tech readiness and represent the customer voice within the Product organization.
• Identify the customer pains, unmet needs and opportunities for the ATG Product organization to pursue.
• Develop and execute plans to meet customer needs that include influencing the technology roadmap as well as rounding out the user experience with effective non-software-product solutions.
• Bring an AP-focused lens to Product strategy, including thinking beyond the technology solutions to real-world AP problems.
• Ensure adoption and subsequent revenue & profitability outcomes, while winning champions who want to tell their story.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed