Client Success Manager

2 months ago

Plano, United States HerrinHR Full time
Job DescriptionJob DescriptionBenefits:
  • Bonus based on performance
  • Competitive salary
  • Health insurance
  • Opportunity for advancement
  • Profit sharing


About CONFIDENTIAL COMPANY: CONFIDENTIAL COMPANY is an AI technology solutions provider catering to the needs of US Insurance Brokerage markets. As an InsurTech, CONFIDENTIAL COMPANY partners with many Fortune 500 and large Property & Casualty Insurance brokers in the US to digitally transform their businesses across the entire Policy life cycle. Our proprietary AI SAAS platforms include Policy Check, Quote Compare, Contract Review and Submission with ongoing R&D to deliver additional cutting-edge products and solutions.

CONFIDENTIAL COMPANYs proprietary AI driven data extraction engine and broker-specific tools boost sales, reduce human errors, and increase customer satisfaction. Our highly scalable and robust technologies help clients meet new business demands through data liquidity and interoperability with their existing technology. We also help brokers in the migration from offshore services or on-prem technologies to cloud environments. As the insurance industrys only comprehensive digital suite, we use AI, ML, NLP and various automation techniques to remove the pains of manual processes and inefficient outsourcing. CONFIDENTIAL COMPANY is an established InsurTech partner, we work with 5 of the Top 10 Brokers and have a long list of medium and small clients too. The business vertical is cash positive with a healthy profit margin. The new incumbent would be expected to scale the business.

About the job
Our client, Confidential Company, is searching for a dynamic and experienced professional in the role of SAAS Insurance Customer Success Manager / Account Executive (CSM), for the insurance vertical of the company. The CSM at Confidential Company plays a role in enhancing client relationships and driving business growth.

This role is primarily a farmer position, one that maintains and cultivates relationships while growing goodwill to ensure customer satisfaction and retention of the account. This role work with clients and internal stakeholders to help identify, contact, and advise clients on how best to troubleshoot an issue through identifying business opportunities for technological optimization that will unlock or create new types of profit center generation and cost center savings.

Whats in it for you
  • Confidential Company shall offer compensation (commensurate with experience) consisting of a base salary and the potential for a performance bonus based on the achievement of KPIs
  • You will be eligible to participate in the company insurance benefits following the completion of the eligibility waiting period
  • You will be offered Paid Time Off and Paid Sick Time as per the company policy

Essential Duties:

  • Maintain and cultivate the client relationship while growing goodwill to ensure customer satisfaction and retention of the account.
  • Facilitate Weekly/Monthly interactions with Key Stakeholders (Project Sponsors, Project Leads, Single Point of Contact - SPOC).
  • Address queries and issues related to the services provided- Work with clients and internal CONFIDENTIAL COMPANY stakeholders to help identify, contact, and advise clients on how best to troubleshoot an issue
  • Cultivate Project Champions within target (client) organizations.
  • Provide support in Pre-Sales activities.
  • Generate Reports and Analytics as per client requests.
  • Identify opportunities for service enhancement.
  • Develop Product Roadmaps based on client needs.
  • Conduct demonstrations and workshops tailored to specific clients.
  • Actively lead and manage user workgroups to enhance adoption of our technology solutions.
  • Understand and address change management needs for account managers and CSRs transitioning to technology-driven environments
  • Strategize and achieve growth targets through account mining within existing relationships.
  • Identify and capitalize on opportunities for upselling and cross-selling.
  • Identify marketing and PR requirements to enhance service delivery and grow existing relationships
  • Actively engage with end-users to gather feedback and insights for strategic improvements.

Education and Experience Requirements:

  • Bachelors degree in business, marketing, or related field required.
  • 5-10 years experience in the SaaS industry are preferred, particularly in Customer Success Management (CSM) roles related to risk management and assessment platforms like Ventiv, PLNAR, and others.
  • Previous experience within a risk management team (such as Risk Assessment Manager or Risk Assessment Analyst) are preferred.
  • Candidates who have experience working within a team responsible for managing insurance requirements for large organizations across various sectors also preferred.

Knowledge, Skills, Abilities:
  • Must possess a customer-oriented attitude, excellent communication, and presentation skills
  • Must have good problem-solving aptitude and the ability to work well with teams
  • Must possess meticulous planning and execution skills
  • Must have a reasonable reach into a peer community of CSRs and Account Managers.
  • Should have a good flair for technology and would ideally be someone who has/had embraced technology in his/her own role
  • Must be proactive, persistent, and assertive, and demonstrate a high level of commitment
  • Must be ready to extensively travel (up to 60% of the time) across the US to meet client associates and leaders frequently


Work environment and physical demands

The CSM will primarily work within a climate-controlled office environment, requiring frequent sitting and the use of standard office equipment such as computers, phones, and photocopiers. The role involves occasional standing, walking, and reaching with hands and arms, and necessitates manual dexterity for handling office equipment. The position also requires the ability to lift and carry items up to 10 pounds occasionally, and specific vision abilities including close, distance, and peripheral vision. Effective communication skills and the ability to manage multiple tasks are essential, with up to 60% travel required for meetings, training, client visits, and other business-related activities. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Confidential Company is an Equal Opportunity Employer.
The company promotes and supports a diverse workforce at all levels of the company. We value and celebrate Diversity and Inclusivity (D&I) at our workplace.

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