Senior Customer Success Manager

Insurity is a leading cloud-based software provider for the Property & Casualty market, empowering insurance organizations with innovative solutions. They are seeking a Senior Customer Success Manager to drive customer success and strategic growth by building strong relationships with stakeholders and ensuring the effective use of their Pro Suite product group.

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

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