Client Success Strategist

2 weeks ago

New York, New York, United States EmergiTel Full time

EmergiTel is seeking a dedicated professional to fill the role of Customer Success Manager within a dynamic Insuretech company that is revolutionizing the digital distribution of insurance. The ideal candidate will possess an entrepreneurial spirit and a strong desire to achieve results. Experience in guiding new customer initiatives, enhancing customer engagement, and managing the renewal of existing SaaS accounts is essential. Successful candidates will be sociable, analytical, eager to learn, customer-oriented, and possess excellent communication skills. The Customer Success Manager will gain insights into client operations and align our solutions with their digital strategies. Experience in the insurance sector is a prerequisite.

Key Responsibilities:
This position will oversee small to mid-sized clients and may also engage with larger enterprise accounts.

Specific Duties Include:

  • Collaborate closely with clients and the Project Management Office (PMO) to strategize the initial product rollout, ensuring clarity on delivery expectations, key performance indicators, and training requirements.
  • Facilitate customer adoption post-delivery by fostering relationships, guiding clients through workflows, setting clear deliverable expectations, and serving as a point of escalation for inquiries or issues. Monitor KPIs to gauge success.
  • Enhance partner relationships by identifying key customer objectives and collaborating with EmergiTel leadership to propose tailored product solutions that align with the client's digital strategy.
  • Assist in drafting Statements of Work (SOW). Provide regular updates to both the customer and EmergiTel leadership, including project progress and revenue forecasts.
  • Support customer retention by engaging in renewal discussions, negotiating terms, and collaborating with clients and EmergiTel leadership for final agreement.
  • Become proficient in EmergiTel's solution offerings, representing customer interests in product development, prioritization, and the enhancement of internal best practices.
Required Experience and Skills:
  • Bachelor's degree or equivalent practical experience.
  • 4-5 years of leadership experience in operations and customer engagement, with knowledge in areas such as sales, service, technology, and business operations.
  • A minimum of two years of experience in the insurance industry.
  • Proven ability to cultivate strong relationships and possess excellent communication and presentation skills.
  • Experience in project leadership, with an understanding of how to leverage internal resources to achieve objectives.
  • A willingness to engage in customer strategy and a readiness to take initiative as needed.
  • Willingness to travel up to 20% for in-person client meetings.
Preferred Qualifications:
  • Experience in SaaS or consulting environments.
  • Experience in designing and delivering exceptional digital customer experiences.

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