Customer Success Manager

1 month ago

Remote, Oregon, United States Applied Systems Full time

Job Description
Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for a Customer Success Manager who will manage and create strong relationships with assigned customer accounts, ensuring customer recognition of ROI, high customer satisfaction and successful use of their Applied EPIC & extended solutions. The ideal team member will be hyper-focused on driving revenue growth through low cancellations/churn, high retention, and increased customer advocacy while being flexible and agile in responding to evolving business priorities.
What You'll Do

  • Provide first-class customer service, resulting in high NPS scores while maintaining a customer-centric attitude during all client interactions
  • Collaborate with internal Applied teams to resolve customer issues, communicate customer product requests, and provide excellent service on a timely basis
  • Understand, analyze, and solve challenging customer requests using creative solutions while setting appropriate expectations with the customer to our team and products up for success
  • Develop and implement account plans to achieve customer retention and growth of relationships
  • Lead quarterly business reviews: Monitoring customer perceived value, usage metrics, areas for improvement, account wins and milestones, and new product features
  • Develops a deep understanding of customer business initiatives and works with customer and Applied teams to reach those goals through Strategic Success Planning
  • Gauge the customers' level of engagement with Applied and our products, providing feedback to the other internal teams regarding product and service improvements
  • Continuously drive communication and customer advocacy with other Applied departments to provide insights and ensure a consistent customer experience
  • Occasionally travel for customer events or team offsite meetings

What You'll Need to Succeed
We're looking for someone who:

  • Can work remotely or from an Applied Systems office

Your experience should include some or all of the following:

  • Minimum of 2-3 years of experience in Customer Success roles demonstrating expertise of Customer Success best practices and customer retention
  • Strong verbal and written communication skills to convey information to customers clearly, accurately, and concisely
  • Excellent presentation skills to both create and present during client-facing meetings
  • Ability to organize and prioritize tasks and projects with a high attention to detail
  • Empathetic to customer frustrations and needs
  • Experience working with customer and senior executive stakeholders
  • Creative problem solver - understanding not only the symptoms but the underlying problems
  • Bachelor's degree or equivalent work experience in the areas of Information Science, Computer Science, or related disciplines
  • We proudly support and encourage people with military experience, as well as military spouses, to apply

Additionally, you may have:

  • Experience with Applied's product portfolio, including but not limited to Applied EPIC and extended solutions
  • Experience with Salesforce

What You'll Gain
Benefits from Day One

  • Health insurance plans, dental, and vision
  • Wellness incentives
  • 401(k) and/or RRSP retirement savings plans with employer match

Work-Life Balance

  • Competitive paid vacation time and a free day for your birthday
  • Personal/sick time
  • Paid holidays
  • Flex Time
  • Paid parental leave (U.S. candidates)
  • Volunteer time off

Empowering Career Growth and Success - We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.
What We Value
We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance - safeguarding and protecting what matters most in people's lives. And there is no more important job than that.
Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.
Who We Are
For 40 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.
We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.
It's an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit for more information on how you can challenge what's possible.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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