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Customer Success Manager

New York, NY
My client is looking for someone to join, an exciting Insuretech organization, that is transforming insurance digital distribution. The candidate will have an entrepreneurial mindset that has the skills and desire to drive results. The ideal candidate will have experience to help lead new customer startups; promote customer adoption; and participate with renewing existing SaaS accounts. Successful candidates must be social, analytical, poses an aptitude for learning, be customer focused and be able to communicate effectively. The Customer Success Manager will learn about the client business and show interest in matching my client products with the customer digital roadmap. Insurance experience is required.

Primary Responsibilities:
The role will lead small or mid level customers and/or participate in a large enterprise customer(s).

Responsibilities to include:

  • Work closely with customer and PMO to plan the initial product delivery including an understanding of delivery expectations, key performance indicators, and training.
  • Lead or help focus on customer adoption after initial delivery. Build relationships, help customers embrace workflow, coordinate consistent deliverable expectations and act as an escalation point for customer questions or concerns. Measure KPIs for success.
  • Help expand partner relationships by identifying strategic customer objectives. Work with my client leadership to suggest my client product solutions to enhance the customer digital roadmap.
  • Participate in creating a SOW. Provide status updates with the customer and my client leadership including project updates and revenue projections.
  • Help retain the customer partnership by participating in renewal discussions, terms and negotiation. Work closely with customer and my client leadership for final acceptance.
  • Become an expert in my client solution offerings. Represent the customer in my client product development, prioritization, and improving internal best practices.
Work Experience and Skills Required
  • College degree or equivalent practical experience
  • 4-5 years of operational and execution leadership with customer experience. Knowledge
    of two or more of the following: sales, service, technology and business operations.
  • Two years of Insurance experience.
  • Ability to create strong relationships. Excellent communication and presentation skills.
  • Experience in leading projects. Understand how to leverage internal resources to
    achieve results.
  • Eagerness to participate in customer strategy and roll up your sleeves to get the job
    done as necessary.
  • Ability to travel up to 20% for face-to-face customer meetings.
  • Experience working in a SaaS or consulting engagements.
  • Experience in the creation and delivery of the digital customer experience.

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