Customer Success Specialist
2 weeks ago
At InRule Technology, we revolutionize the way organizations in more than 40 countries worldwide make mission-critical decisions by infusing cutting-edge technology into their processes. Some of the largest banks, insurance companies, healthcare organizations, and governments rely on InRule to deliver frictionless, intuitive solutions that provide the power of computing without the complexity of programming.
As part of the InRule Technology team, you'll be at the forefront of a technological revolution, helping drive adoption of our powerful AI Decisioning platform that weaves together declarative logic, non-declarative machine learning, and human-in-the-loop automation.
InRule enables automated decision-making, driving tangible results and propelling organizations towards unprecedented heights of productivity. In 2023, Forrester named InRule a Leader in The Forrester WaveTM: AI Decisioning Platforms.
InRule is seeking an experienced Customer Success Specialist to join our growing team. InRule prides itself on being a Customer Success driven organization, where every employee has an impact on the overall success of our customers. The Customer Success Team, which you could be a part of, manages the customer’s journey throughout the Customer Lifecycle. Focused on post-sale solution adoption and ongoing customer satisfaction, the Customer Success Specialist is a high-touch customer advocate, helping to ensure our customers are successfully leveraging InRule’s solutions while serving as the Voice of the Customer within InRule.
Location
- Chicago, IL or Remote within Central or East Coast time zones (Residence in the US is required)
- Contribute to the Customer Success Team on development and management of customer portfolios, including analysis to gauge overall customer health and potential opportunities
- Create value for customers by ensuring they have mutually defined business outcomes and build a success plan to achieve their objectives and milestones.
- Build, maintain, and leverage strong relationships with Customer Stakeholders and Project leads, acting as a knowledgeable and trusted advisor for current and future expansion opportunities.
- Partner with InRule’s cross-functional teams to ensure progress and alignment with customer goals and strategy
- Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth
- Escalate critical customer issues and ensure escalation ownership with internal resources
- Participate in onboarding new customers and drive onboarding follow up internally and with the customer
- Manage the renewal process for existing customers, ensuring that contracts are renewed on time and that customers are satisfied with the software and services provided
- Assist in the measurement and visibility of key performance indicators for the Customer Success Department.
- Manage customer information in CRM
- Learn the InRule solution and educate our customers on the overall capabilities and flexibility of the software
- Develop and implement strategies that help customers achieve their goals and objectives
- 3+ years of experience in customer success or account management within a SaaS or related software/technology company
- Exceptional ability to communicate and foster positive business relationships
- History managing customer interactions and contract renewals, with a focus on maintaining accurate and timely updates and reporting as needed
- Solid technical aptitude, ability to understand and connect customers' business goals with InRule’s product capabilities
- Bachelor’s Degree or equivalent experience
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
- Passionate about proactively engaging and promoting value with customers
- Ability to establish and reinforce milestones across teams
- Accountability and personal organization are essential
- Industry-specific knowledge in Insurance, Financial Services, Healthcare and/or Public Sector
- Technical experience with low code software development, data analysis, or process automation
- Experience working with CRM systems (Dynamics 365, Salesforce)
Challenge, fun, and fulfillment. At InRule, you'll work with friendly, supportive, yet driven colleagues in the industry that's changing the face of business and society in general. Here, you enjoy the unique opportunity to grow professionally, relish the best of life personally, and help usher in a safer, healthier, more prosperous, and equitable world.
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