Customer Success Manager

3 weeks ago

Fort Lauderdale, United States iPipeline Full time

iPipeline is building out a Customer Success team with a mission of focusing on customer adoption, retention, advocacy, and expansion across our customer base. Our customers include Insurance Carriers, Financial Institutions, and BGA/IMOs. Our team strives to understand our customers deeply so that we can best advocate for them internally as well as work closely with them to drive our customer success vision. The position calls for a person who can partner with the team internally, can establish and manage customer relationships, have a passion for customer success, and can articulate the value proposition of our solution offerings.

Responsibilities

Work with a list of assigned strategic accounts to:
Build and foster relationships with senior executives in business and IT to ultimately achieve alignment with Business Outcomes for example, by
ensuring successful onboarding of new customers, new stakeholders within existing customers, as well as existing customers to new products
running Quarterly Strategic Relationship meetings with key customer stakeholders
partnering on Adoption activities
articulating value from iPipeline solutions
Own the engagement, retention, and growth of your customers

Develop & Update Customer Success Plans
Recognize opportunities to cross-sell and expand presence in existing accounts
Team closely with Professional Services, actively participating in Governance Calls, Roadmap discussions
Assist to plan and participate in Strategic Executive Briefings
Drive improvements in customer satisfaction and act as a voice of the customer internally
Respond to all non-sales related customer requests in a timely fashion (i.e. invoicing questions, security audit requests, contracting questions, support escalations)
Maintain a deep knowledge of client industry, product, and role in the market
Develop and document repeatable plays that can be leveraged by other on the team that are focused on driving customer value or adoption.

Qualifications

Required:
3+ years of strong customer success or account management experience OR a combined total of 8+ years experience with roles in management consulting, technical account management, or enterprise software sales. Preferably in the software or financial services industries.
Has handled difficult customers or situations and can demonstrate resolutions
Demonstrated ability to take ownership of complex problems
Knowledge of the life insurance, annuity, or financial services industry
Familiarity with enterprise software and/or hands on software development and delivery experience
Ability to create and deliver presentations with compelling messages to technology and business audiences; you are a natural, credible technology evangelist with experience in translating that passion into business impact for customers
Ability to navigate data and people to find answers
Bachelor's degree.
Detail-oriented with strong time-management and multi-tasking skills.

Highly Desired Skills And Experience

Passion for customer satisfaction, driven to solve customer issues and be a customer advocate skilled at organizing and managing customer expectations and deliverables
Proven ability to lead and influence cross-functional teams.
Proven track record of achieving targets and goals, preferably in Customer Success, Account Management, or Sales setting
Strong tools skills Microsoft 365 tools, Salesforce, PowerBI

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