Senior Customer Success Manager

Insurity

25d•$70,000 - $137,000•Remote

About The Position

We’re seeking a dynamic and versatile Senior Customer Success Manager to join our team and play a pivotal role in driving customer success, solution adoption, and strategic growth within our Pro Suite product group. You’ll be responsible for building strong relationships with key stakeholders and partnering with our customers to ensure their strategic business objectives are understood and supported. You will demonstrate how leveraging Insurity’s products will drive toward those objectives. This role requires domain knowledge in Commercial and Specialty Insurance, is based in North America, and may require regular in-person engagement with clients and partners.

Requirements

3 years minimum in customer success related role, interfacing and working directly with clients
Ability to create succinct, audience relevant, and objective-oriented written documentation (emails, PowerPoint, spreadsheets, documents, etc.)
Analytical and critical thinking
Written and oral English communication
Time management skills, including work planning, prioritization, and organization
Ability to handle multiple priorities or tasks
Self-starter and quick learner
Detail-oriented
Active listener
Ability to collaborate and work autonomously
Flexible and adaptable

Nice To Haves

insurance designations or certifications
project management and/or scrum certification
familiarity with Salesforce, Jira.

Responsibilities

Primary point of management contact for assigned customers, as well as oversight and management of support provided by assigned team members
Review and revise minutes / actions from meetings
Prepare/review meeting materials for customer messaging and lead meetings
Ensure workflow management system and customer-facing tools are up to date
Provide tool self-service support for customers
Understand customer’s desired strategy and KPI’s for partnering with Insurity
Lead initiatives to maintain and manage customer expectations and satisfaction, including escalation management
Develop strong working relationships with key customer stakeholders
Independently transition medium complexity customers from the implementation team
Ensure contract compliance and accurate billing
Participate in contract review process
Prepare for and participate in Deal Review meetings, as appropriate
Promote Insurity as a business partner
Understand and provide guidance on how to positively impact the customer experience and loyalty measures in place (NPS, references, etc.)
Facilitate platform utilization growth for assigned accounts
Provide insight into internal customer organization, political landscape, and stakeholder personalities
Demonstrate thorough knowledge of customers’ business challenges, opportunities and how our products and solutions address them
Monitor customer satisfaction/health to proactively identify challenges and develop mitigation plans
Prepare and deliver professional presentations to customers, both in-person and virtually
Uncover potential cross-sell and upsell opportunities while involving other cross-functional teams as needed
Draft change requests and Statements of Work for small to large complexity enhancements.
Ensure consistent application of customer relationship best practices
Lead Continuous Improvement initiatives
Assist with identifying and closing process gaps
Track and evaluate customer health
Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc.