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Insurance Customer Success Specialist

2 months ago

Lehi, Utah, United States Nearmap Full time
Job Overview

Company Background
Nearmap stands out as a global technology leader, renowned for its innovative spirit and exceptional workforce. Recognized as one of the world's 10 Most Innovative Companies of 2020 by Fast Company magazine, we are on an exciting growth trajectory.

Our Mission
We specialize in providing seamless access to high-resolution aerial imagery, expansive 3D content, AI datasets, and integrated geospatial tools, with extensive coverage across the USA, Canada, Australia, and New Zealand. At our core, we are a location content, visual analytics, and software as a service company, with innovation embedded in our culture.

Role Summary

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

Your responsibilities will include managing a diverse portfolio of insurance clients, identifying potential churn risks, and uncovering growth opportunities. You will facilitate a seamless renewal process and cultivate a profound understanding of Nearmap's offerings from both a technical and insurance standpoint, enabling you to provide valuable support and guidance to this key customer segment. Your main objectives will revolve around customer engagement, retention, and success, focusing on driving relevant use cases and maximizing the value of customer investments in our solutions.

Key Responsibilities
  • Customer Retention: Delight and retain our clients.
  • Renewal Management: Ensure smooth subscription renewals.
  • Account Management: Maintain up-to-date account intelligence in our CRM system.
  • Feedback Loop: Close the feedback loop with clients based on survey insights.
  • Collaboration: Work with the Customer Experience team to enhance management of insurance client portfolios.
  • Advisory Role: Serve as a trusted advisor to our insurance clients.
  • Success Strategies: Drive customer success through onboarding, product adoption, and retention initiatives.
  • Customer Insights: Increase satisfaction by understanding client needs and addressing churn risks.
  • Cross-Functional Collaboration: Partner with various teams to resolve customer issues.
  • Upsell Opportunities: Identify and develop upsell prospects.
  • Advocacy: Foster high levels of customer satisfaction and nurture clients for advocacy.
Qualifications

Essential Skills and Experience

  • 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.
  • Industry experience in Corporate or Insurance is highly desirable.
  • Familiarity with 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 maximize technology value.
  • Strong organizational skills with the ability to manage multiple accounts simultaneously.
  • Experience in escalation management while collaborating with Sales and Support teams.
  • Excellent communication skills, both verbal and written, for engaging with clients and internal stakeholders.
  • Strong negotiation skills and commercial acumen.
  • Proficiency in Salesforce and Microsoft Office.
  • Exceptional program management skills, combining creative problem-solving with analytical thinking.
  • Ability to work independently and take initiative.
  • Appreciation for cultural diversity.
  • Bachelor's degree or equivalent 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 including access to our employee share scheme, financial incentives, flexible working arrangements, paid volunteer days, gym and phone reimbursements, and numerous development opportunities such as hackathons and pitch competitions.

Company Culture
We pride ourselves on our inclusive and supportive culture, fostering an environment where everyone feels a sense of belonging and can thrive.