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Client Success Manager

2 months ago

Indianapolis, Indiana, United States My Coi LLC Full time
Job Overview

Company Overview:

myCOI is a pioneering force in the insurance technology sector, delivering a cutting-edge SaaS platform designed for the efficient tracking, processing, and management of certificates of insurance. Our mission is to eliminate the stress associated with insurance claims through our dedicated efforts. Operating fully remotely and based in Indianapolis, myCOI has established a remarkable history of national expansion and success, benefiting a diverse clientele ranging from Fortune 100 companies to local sports teams. Our user-friendly, cloud-based solution safeguards organizations and ensures comprehensive compliance. Our technology is embedded with industry expertise, offering a centralized platform for viewing COIs, compliance metrics, and risk assessments for vendors, suppliers, tenants, subcontractors, franchisees, and carriers. With a dynamic leadership team that embodies our core values of Unity, Reach, Ownership, Positivity, Innovation, and Trust, we continue to thrive. We foster an open and supportive culture that encourages excellence, providing our team members with competitive compensation, a healthy work-life balance, and a culture of innovation and support.

Position Overview:

As a Customer Experience Manager at myCOI, your primary responsibility will be to cultivate and maintain relationships with our existing clientele, ensuring their satisfaction while promoting additional sales through supplementary solutions. You will collaborate closely with assigned clients to comprehend their requirements, deliver pertinent updates, and showcase myCOI's offerings to enhance their operational effectiveness.

Why This Role is Exceptional:

  • Represent a leading SaaS organization renowned for its innovative technology and impressive customer retention.
  • Opportunities for professional development and learning, supported by a culture that prioritizes personal growth.
  • Be part of a 2023 Indy Star Top Workplaces award-winning company.
  • Enjoy a balanced work-life environment, a fantastic company culture, and comprehensive benefits, including a 401k with matching, pet insurance, and parental leave.

Key Responsibilities:

  • Build strong relationships and maintain regular communication as the primary point of contact.
  • Conduct regular check-ins, Quarterly Business Reviews (QBRs), and manage outreach initiatives.
  • Stay informed about myCOI's products, services, and industry developments.
  • Evaluate and enhance customer adoption of products through training and resources.
  • Quickly identify and resolve customer issues in collaboration with support teams.
  • Maintain detailed documentation in the CRM and monitor customer success metrics.
  • Develop and oversee an add-on sales pipeline, focusing on upselling and cross-selling opportunities.
  • Provide insights for product and service improvements based on industry trends and customer feedback.
  • Collaborate with sales, product, and marketing teams to address customer needs.
  • Improve process efficiency, manage renewals, and create retention strategies.
  • Set and achieve customer success objectives, regularly reviewing and adjusting strategies.
  • Advocate for customer needs within myCOI and facilitate feedback for ongoing enhancement.

Required Skills and Experience:

  • Prior experience working remotely.
  • 4+ years in a customer-facing role, preferably in customer success or experience.
  • Experience in a scaling B2B SaaS environment.
  • Familiarity with one or more of the following sectors: insurance brokerage, construction, risk management, commercial real estate, or property management.
  • Comfortable engaging with senior-level decision-makers.
  • Ability to acquire in-depth knowledge of myCOI's software products, services, and processes for consultative upselling.
  • Proficient in various operating systems and software tools (Salesforce, Google Suite, Slack, Microsoft Suite, video conferencing software).
  • Strong analytical skills to interpret data and draw meaningful conclusions.
  • Excellent time management abilities with a proactive problem-solving approach.
  • Experience collaborating across functions with sales, implementation, marketing, and product teams.
  • Commitment to continuous improvement while maintaining a positive outlook.
  • Exceptional written and verbal communication skills.
  • Adept at prioritizing tasks and negotiating priorities with stakeholders.
  • Ability to work effectively under pressure and adapt quickly as needed.

Travel Requirements:

No travel required.

Education:

A Bachelor's Degree is preferred but not mandatory.

Compensation:

  • Competitive salary package.

Location:

  • 100% remote, available to candidates in Central or Eastern time zones within the United States.
  • Currently, we are only considering candidates based in the U.S.

Benefits:

  • Medical coverage.
  • 401k with matching contributions.
  • Health Savings Account (HSA).
  • Dental and vision insurance.
  • Short-term disability insurance.
  • Parental leave for new parents.
  • Pet insurance (including coverage for pet food, prescriptions, etc.).
  • Life insurance.
  • Paid time off (holidays, vacation, flexible time, community volunteer time).

myCOI is an equal opportunity employer.