Customer Success

On behalf of our client, a pioneering provider of comprehensive AI solutions for the insurance industry, we are seeking an exceptional Customer Success Manager to cultivate and maintain strong relationships with assigned client accounts, leading to renewals and growth opportunities. Reporting to directly to the Head of U.S. Business and the CEO, this is an exceptional opportunity for a passionate individual with proven proficiency in customer retention. In this role, you will work directly with clients to ensure they are successful by using the companys technology. 

Opportunity Highlights:

Develop and maintain customer loyalty, upsell existing customers, and foster long term relationships. 

Work collaboratively with marketing and product teams to drive customer retention and loyalty 

Proven platform that has processed more than 60 million insurance policy data points

Company founded in 2013 and rapidly expanding in the U.S. market

Leadership team with track record of successful prior exits

The Companys Independent Agency Solutions Include:

Improve Customer Experience

Account Rounding

Increase Retention

Increase Customer Loyalty

ESSENTIAL JOB FUNCTIONS, DUTIES AND PERFORMANCE RESPONSIBILITIES

Develop customer relationships that promote retention and loyalty

Create policies and procedures that optimize overall customer experience

Conduct weekly, quarterly, and annual customer success reports to ensure customers optimize the product/service being offered 

Leverage deep business and industry knowledge to partner with customers to help them accelerate business value and ROI.

Take ownership of customers issues and follow problems through resolution by setting a clear mission and deploying strategic plans

Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product and Engineering to ensure consistent and strong customer message is embedded in the process

Liaise with technical support, accounting, and other areas of the business to ensure customer satisfaction

Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of company processes 

Maintain a revenue base by managing account retention and renewal

Track and record activities in companys Customer Relationship Management tool 

Participate in industry conference and events as required 

PERSONAL CHARACTERISTICS AND EXPERIENCE

Experience

5+ years working in an account management, customer success management or equivalent 

Proven proficiency in customer retention, presentation skills, and ability to work independently to deliver customer success

Familiarity with analytics/enterprise products and solutions or SaaS platforms preferred

Prior exposure to Insurtech is a bonus

Knowledge and Skills

Ability to drive effective and influencing conversations at the C-level

Product and service expert: deep knowledge of Aureuss product platform and solutions 

Proven experience in customer success strategy and growth 

Proven track record of sustaining and growing complex relationships including contract management 

Familiarity with the insurance analytics market in the US

Personal Characteristics

Navigate customer organization structures to identify and build relationships with executives and stakeholders who define the companys strategic objectives 

Capable of facilitating difficult discussions and adept at handling objections

Proven track record 

Ability to perform and deliver in a fast-paced environment 

Strong entrepreneurial mindset with a passion for flawless delivery and delighting customers

Excellent communication skills: must write, speak, and present information effectively

Extremely organized, with effective time management skills

Confident, high energy, self-motivated and a true team player 

A drive to learn and continually improve customer success and business 

Sense of humor and fortitude

Desire to work in a remote environment

Passion for technology

COMPENSATION

A competitive base salary, bonus structure and benefits package will be offered. 

EDUCATION

Bachelors Degree strongly preferred 

ABOUT OUR CLIENT

Founded in 2013, our client is a global artificial intelligence technology company that provides customer experience solutions to help agents, brokers, carriers, and MGAs understand their clients on a deeper level. Through its platform, the company provides out-of-the-box solutions leading to higher customer retention, loyalty, and lifetime value for independent agencies. The companys proprietary algorithm uses deep-text analytics and AI to measure the customer experience in real-time for all policyholders. The companys platform has processed more than 61 million insurance policy data points from customers globally.