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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 tracking, processing, and management of certificates of insurance. Our mission is to alleviate concerns through our dedicated efforts, minimizing the disruptive effects of insurance claims. Operating fully remotely and based in Indianapolis, myCOI has established a remarkable record of national growth and success, positively impacting numerous clients ranging from Fortune 100 companies to local sports teams. Our user-friendly, cloud-based solution ensures organizations are protected and compliant, offering a centralized platform for viewing certificates of insurance, compliance, and risk reporting 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 are committed to fostering a culture that promotes excellence and teamwork. As part of our organization, you will benefit from a competitive compensation package, a healthy work-life balance, and a culture that encourages innovation and support.

Position Overview:

In the role of Customer Experience Manager at myCOI, you will be tasked with cultivating and managing relationships with our current customer base, ensuring their satisfaction while driving additional sales through supplementary solutions. You will collaborate closely with assigned clients to comprehend their requirements, provide essential updates, and showcase myCOI solutions aimed at enhancing their operational efficiency.

Why This Role is Exceptional:

  • Represent a leading SaaS organization known for its innovative technology and strong customer retention.
  • Opportunities for professional development and learning due to ongoing business growth and a culture that supports personal advancement.
  • Be part of a company recognized as a Top Workplace.
  • Enjoy a balanced work-life environment, a vibrant company culture, and comprehensive benefits including 401k matching, pet insurance, and parental leave.

Key Responsibilities:

  • Build and maintain strong relationships as the primary point of contact.
  • Conduct regular check-ins, Quarterly Business Reviews (QBRs), and manage outreach initiatives.
  • Stay informed about myCOI products, services, and industry developments.
  • Enhance customer adoption of products through training and resources.
  • Promptly identify and resolve customer issues in collaboration with support teams.
  • Maintain detailed documentation in CRM and track customer success metrics.
  • Develop and manage a pipeline for additional sales, including upselling and cross-selling.
  • 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 develop retention strategies.
  • Set and achieve customer success objectives, regularly reviewing and adjusting strategies.
  • Advocate for customer needs within myCOI and facilitate feedback for ongoing improvement.

Required Skills and Experience:

  • Experience working remotely.
  • 4+ years in a customer-facing role, preferably in customer success or experience.
  • Experience in a scaling B2B SaaS environment.
  • Knowledge of industries such as insurance brokerage, construction, risk management, or commercial property management.
  • Comfortable engaging with senior-level decision-makers.
  • Ability to acquire in-depth knowledge of myCOI's software products and services for consultative upselling.
  • Proficiency in various software tools (Salesforce, Google Suite, Slack, Microsoft Suite, video conferencing tools).
  • Strong analytical skills to interpret data and draw valid conclusions.
  • Excellent time management and problem-solving abilities to proactively address customer needs.
  • Experience collaborating across functions with sales, implementation, marketing, and product teams.
  • Commitment to continuous improvement with a positive attitude.
  • Exceptional written and verbal communication skills.
  • Able to prioritize tasks and negotiate priorities with stakeholders.
  • Comfortable working under pressure and adapting quickly when necessary.

Travel Requirements:

No travel required.

Education:

A Bachelor's Degree is preferred but not mandatory.

Compensation:

  • Competitive salary and benefits package.

Location:

  • Fully remote position available for candidates within Central or Eastern time zones in the United States.

Benefits:

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

myCOI is an equal opportunity employer.