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Customer Success Manager

1 month ago

New York, New York, United States EmergiTel Full time

EmergiTel is seeking a Customer Success Manager to join our Insuretech organization, transforming insurance digital distribution. The ideal candidate will have an entrepreneurial mindset, drive results, and lead new customer startups, promote customer adoption, and participate in renewing existing SaaS accounts. The Customer Success Manager will learn about the client business and match our products with the customer digital roadmap. Insurance experience is required.

Key Responsibilities:

  • Work closely with customers and PMO to plan initial product delivery, including delivery expectations, key performance indicators, and training.
  • Lead or help focus on customer adoption after initial delivery, build relationships, help customers embrace workflow, coordinate consistent deliverable expectations, and act as an escalation point for customer questions or concerns. Measure KPIs for success.
  • Help expand partner relationships by identifying strategic customer objectives, work with our leadership to suggest our product solutions to enhance the customer digital roadmap.
  • Participate in creating a SOW, provide status updates with the customer and our leadership, including project updates and revenue projections.
  • Help retain the customer partnership by participating in renewal discussions, terms, and negotiation, work closely with the customer and our leadership for final acceptance.
  • Become an expert in our solution offerings, represent the customer in our product development, prioritization, and improving internal best practices.

Work Experience and Skills Required:

  • College degree or equivalent practical experience.
  • 4-5 years of operational and execution leadership with customer experience, knowledge of two or more of the following: sales, service, technology, and business operations.
  • Two years of Insurance experience.
  • Ability to create strong relationships, excellent communication and presentation skills.
  • Experience in leading projects, understand how to leverage internal resources to achieve results.
  • Eagerness to participate in customer strategy and roll up your sleeves to get the job done as necessary.
  • Ability to travel up to 20% for face-to-face customer meetings.

Preferred:

  • Experience working in a SaaS or consulting engagements.
  • Experience in the creation and delivery of the digital customer experience.