Insurance Customer Success Lead

2 weeks ago

Lehi, Utah, United States Nearmap Full time
Job Overview

Company Background
Nearmap stands out as a global technology leader, recognized for its innovative approach and dynamic workforce. As a market frontrunner, we have been acknowledged as one of the world's 10 Most Innovative Companies of 2020 by Fast Company magazine, and we continue to expand our reach.

What We Offer
We deliver seamless access to high-resolution aerial imagery, extensive 3D content, AI datasets, and integrated geospatial tools, covering vast areas across the USA, Canada, Australia, and New Zealand. Our core identity revolves around being a location content provider, a visual analytics entity, and a software-as-a-service (SaaS) innovator. Innovation is embedded in our culture.

Role Responsibilities

As a pivotal member of our team, reporting to the North America Senior Director of Customer Success - Insurance, your primary focus will be to enhance the experience of our insurance clientele. You will engage with customers to understand their requirements and ensure timely and appropriate interactions. Your role will be crucial in advocating for customer satisfaction and loyalty while achieving measurable business outcomes, such as customer retention and growth.

Your responsibilities will include:

  • Customer Retention: Cultivate and maintain strong relationships with our insurance clients.
  • Renewal Management: Oversee the subscription renewal process to ensure a seamless experience.
  • Data Management: Keep essential account information current in our CRM system.
  • Feedback Integration: Act on customer feedback gathered through surveys.
  • Collaboration: Work with the Customer Experience team to enhance management strategies for a large insurance customer portfolio.
  • Advisory Role: Serve as a trusted consultant to our insurance clients.
  • Success Initiatives: Drive customer success through onboarding, product adoption, and retention strategies to maximize customer investment.
  • Churn Mitigation: Identify and address churn risks by understanding customer needs.
  • Cross-Functional Collaboration: Partner with various teams to resolve customer issues effectively.
  • Upselling Opportunities: Identify potential upsell opportunities and collaborate with relevant teams.
  • Advocacy Development: Foster customer advocacy through high satisfaction levels.
Qualifications

Essential Skills and Experience
To excel in this role, candidates should possess:

  • A minimum of 5 years in Customer Success, Consulting, or technical pre-sales within a high-tech or SaaS environment.
  • Experience engaging with B2B audiences, preferably in a technology context.
  • Familiarity with the Corporate or Insurance sectors is highly advantageous.
  • A solid understanding of SaaS customer engagement and contract frameworks.
  • Proven ability to align customer business processes with product capabilities.
  • Experience in crafting and executing customer-centric strategies to enhance technology solutions.
  • Strong organizational skills with the capacity to manage multiple accounts simultaneously.
  • Experience in managing escalations while collaborating with Sales and Support teams.
  • Excellent communication skills, both verbal and written, for engaging with customers and internal stakeholders.
  • Strong negotiation skills and commercial acumen.
  • Proficiency in Salesforce and Microsoft Office applications.
  • Exceptional program management skills, combining creative problem-solving with analytical thinking.
  • Ability to work independently and take initiative.
  • A degree or equivalent combination of education and experience.

Travel Requirements: Willingness to travel up to 10%.

Benefits

At Nearmap, we prioritize the holistic well-being of our employees, offering a range of benefits that include participation in our employee share scheme, financial incentives, flexible working arrangements, and opportunities for professional development.

Company Culture
We pride ourselves on our inclusive and supportive environment, where collaboration and innovation thrive. We adapt quickly to change and continuously seek ways to improve our work processes.

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