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Customer Success Manager

3 months ago

Newark, United States Enrollment123 Full time
Job DescriptionJob Description

Title: Customer Success Manager 

Location: e123 is a “Work From Anywhere” company, and this role can be based anywhere in the US.

Why join e123? 

e123 has a powerful core insurtech platform that powers distribution management for hundreds of life and health insurance clients and drives over $1B in annual premium billings through a network of over 250,000 agents. e123 is in a unique position:  

  • Powerful and widely used core product, premier position central to our industry. 
  • Great growth opportunities with multi-million-dollar challenges/opportunities faced by clients and prospective customers.
  • Deep company expertise in insurance distribution networks.
  • Great company with a highly collaborative style and approach.

Which leads to a great career opportunity for the right candidate: 

  • You can help scale e123’s customer success efforts to ensure the high performance of enterprise clients.
  • You have startup-like flexibility but in a solid, profitable, growing company.

Job Description

The Customer Success Manager (CSM) is the overall relationship owner for an assigned book of new and existing e123 enterprise customers (primarily consisting of insurance carriers and enterprise-level FMOs). In this role, you will be accountable for the overall customer service delivery and end to end relationship to ensure we are delighting these customers, executing on their expectations and driving towards our relationship growth and retention strategies and targets. The CSM will work to optimize enterprise clients’ success and reach full potential over their lifetime with e123, enabling growth, competitive advantage, and efficiencies for their business by supporting them through initial purchase and implementation, adoption and usage, and ultimately expansion through cross-sell/upsell opportunities.

Responsibilities:

  • End to end relationship manager for assigned book of new and existing enterprise e123 clients, acting as a single point of contact externally and internally for owned customers. 
  • Develop, own and execute a strategic client-specific business plan outlining relationship progression, optimization and plan to full potential with defined expectation targets and KPIs.
  • Develop and execute on customer specific communication strategy consisting of frequent informal communication as well as own and conduct regular formal business reviews and other customer facing forums.
  • Effectively project manage and lead product/service enhancement launches, distribution access onboarding, training and use of the e123 Platform and, where relevant, related TPA and other managed services.
  • Support sales efforts and engage with enterprise clients pre-close to help e123’s Sales team define client goals and success metrics as well as partner with Sales to identify upsell/cross-sell opportunities within client.
  • Work closely with e123’s Implementation team to ensure success of enterprise client implementations from day 1. Identify roadblocks and issues and help generate solutions and troubleshoot.
  • Ensure optimization of existing client implementations, including defining and maximizing client usage and client volumes and driving towards “full potential” on defined goals and metrics. Own client renewals.
  • Help coordinate resolution to client challenges, issues, and requests with e123 cross-functional teams and subject matter experts.
  • Deeply understand the client’s business, existing use case for the e123 platform and services, and future requirements / possible use cases. Network within client to build broader relationships and serve as trusted advisor.
  • Support other activities, on an as-needed basis.

Required Skills & Experience:

  • 5 years in a customer success role, preferably with enterprise customers who are  insurance carriers or enterprise-level FMOs. Account management or relevant experience within an insurance carrier will be considered.
  • Experience within a B2B SaaS software company with specific revenue goal targets and achievement is a must. Insurtech experience is strongly preferred.
  • Demonstrated ability to manage and expand relationships and service offering with complex, ideally enterprise, clients
  • Highly driven, proactive, solution-orientation with a deep-rooted client-centric orientation. Excited by success and continuous improvement.
  • Highly comfortable working with senior clients (up to and including C-Suite) with a professional demeanor and approach, but also able to flex style to work with client contacts in varying roles.
  • Analytical; enjoys using metrics/data to manage performance; comfortable performing analysis yourself as needed.
  • Strong critical thinking skills and demonstrated ability to proactively and collaboratively  solve problems.
  • Project management oriented. Highly organized and focused on driving deliverables, outcomes with timely follow-up. Comfortable managing multiple complex clients with various projects concurrently.
  • Able to create strategies and objectives and implement them with a growth orientation and supported by data.
  • Willing to roll-up your sleeves to get things done. Not afraid to dive into operations/ process/platform to ensure success.
  • Comfortable working in a fast moving, rapidly evolving company, and industry.
  • Excellent written and verbal communication skills.
  • Must be proficient in Microsoft Office Suite, familiar with Google Suite and Apple computers. Experience with HubSpot, Jira, Trello a plus. 
  • Ability to travel to customer meetings, conferences, internal offsites, etc.