Customer Success Manager

3 weeks ago

Kennesaw, United States CareerBuilder Full time

WHY JOIN US?
We explore ways to deliver new value, foster creativity, and reach beyond boundaries. We use drive and commitment to energize, engage, and inspire others. We do what is important and strive for continuous improvement, work with passion, and purpose. We act with mutual respect, communicate fearlessly and collaborate to leverage our collective talents. At Riskonnect, we share this set of expectations and values. They guide us every day in every way. These values are more than words they unite our organization and bring meaning and purpose to what we do.
#PIONEER #SPARK #FOCUS #COMMUNITY
The Opportunity
Riskonnect is seeking a Customer Success Manager to maintain a book of business in order to meet defined goals and guarantee client satisfaction and realization of the Riskonnect value proposition. The successful candidate will act as the owner of the overall account relationship with clients in an assigned book. Has general understanding of Riskonnect practices and services. Has presence and credibility in the insurance and business community, and within industry alignment and accounts. Focuses on client satisfaction, retention and health.
WHAT MAKES YOU A FIT?
If you're an innovator and a pioneer who's passionate about not just your own success but also contributing to the success of both our internal and external customers, you're exactly the kind of candidate we're looking for. You thrive in a fast-paced environment where your success is intertwined with the satisfaction and achievement of both customers and teammates. In addition to your innovative mindset and commitment to teamwork, you should possess the following skills and requirements:
ESSENTIAL SKILLS AND REQUIREMENTS
Ensures good customer health of client book
Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
Manage client renewals
Maintain regular contact with key decision makers and stakeholders and schedule stewardship meetings as appropriate
Work across the firm to drive resolution of identified issues and escalate issues where appropriate
Ensure customer's desired outcomes are well understood, documented, and monitored
Collaborate with Success Consultant on day to day client requests, including attending status meetings and escalate service issues where appropriate.
Articulate client needs objectives and work across the firm to develop and propose solutions
Recommend and coordinate cross-functional improvements to the Customer Lifecycle
Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc)
Track results from action plans and follow escalation procedures when appropriate
Identify Upsell and Cross Sell Opportunities
Map customer stakeholders & users to Customer Personas
Partner with Account Executives during Quarterly Business Reviews to create client growth strategy
Feature Request Management
Maintain knowledge of Riskonnect products/services and industry trends
Travel to client sites as needed
Required Qualifications:
5+ years of Experience in customer-facing roles in the Enterprise Software Industry
2+ years of experience in Risk Management, Governance Risk and Compliance, or related industry.
Familiar with MS Office and/or Google Suite
Ability to track and organize action items across 20-30 enterprise software clients.
Ability to prioritize workload and execute in a fast-paced environment
Ability to build customer relationships using remote communication tools (e.g.: phone, email campaigns, conference calls, web training)
Ability to develop senior-level relationships.
Ability to drive insights and adoption recommendations to customers by analyzing customer
Strong empathy for customers and ability to see value through their eyes required
Analytical and Process Oriented Mindset
Ability to communicate clearly and articulate complex concepts and ideas to customer and executives
Make timely decisions and have sound judgment
Education: Bachelors Degree Preferred
3+ years or Knowledge of the Insurance Industry/SaaS experience preferred
WHY BE A PART OF OUR TEAM?
Delivering innovative solutions backed by world-class customer service starts with having the best talent. Our 500+ professionals are valued for the kind of inspired thinking and collaborative spirit that keeps us at the forefront of our industry. As a Riskonnect colleague, youll work alongside some of the best and brightest as you help customers manage some of the worlds most challenging and complex risks. In fact, for the past three years, Riskonnect has been recognized as a Best and Brightest Company to Work For (Nationwide). One year on the list could be a one hit wonder. Two years initiates a trend. Three years makes us part of a very exclusive club and shows the true essence of our organization is to walk the walk. We are very proud of this accomplishment.
If you read this and thought I can do this then please submit your qualifications and apply directly at Riskonnect.com/company/careers/
Riskonnect is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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