Insurance Services Director

2 months ago

Englewood, Colorado, United States SambaSafety Full time
Job Description

At SambaSafety, we're seeking a highly skilled Insurance Services Director to join our team. As a key member of our Customer Success organization, you'll be responsible for executing our Customer Success strategy with the Insurance Services team.

Key Responsibilities:

  • Manage a team of Customer Success Managers (CSMs) who work with our enterprise and strategic customers and partners on a day-to-day basis.
  • Create a positive and motivating work environment where team members feel valued and inspired to succeed.
  • Champion the needs of our Insurance services customers throughout SambaSafety.
  • Responsible for the success of the Insurance Services team through leadership, KPIs, systems, tools, and processes.
  • Recruit experienced CSMs, defining the appropriate functional vs. technical profile needed for the customer vertical.
  • Actively participate in the recruiting, interviewing, onboarding, training, and ongoing engagement of team members.
  • Foster collaboration across verticals and across other stakeholder groups involved in the customer lifecycle.

Define and Optimize Customer Journey:

  • Map insurance services' customer journey and standardize interventions for each point in the journey (e.g., adoption, growth, renewal, etc.).
  • Define segmentation of the insurance customer & partner base and varying strategies to serve each segment (e.g., Enterprise, Strategic, Mid-Market, etc.).
  • Identify opportunities for continuous improvement and implement best practices across teams.
  • Capture, track, and report Voice of the Customer to the company.
  • Collaborate with cross-functional peers in Onboarding, Customer Implementation Services, and Technical Customer Services to ensure the customer is at the center of our processes.

Strategic Thought Leadership & Customer Growth:

  • Continually identify opportunities to increase revenue, particularly in the areas of retention, upselling, and customer experience; able to effectively communicate and lead the teams to implement these ideas.
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
  • Create and execute on strategies to minimize churn across products.
  • Drive new business growth through greater advocacy and customer testimonials.
  • Analyze customer data to develop industry insights that inform strategic decisions throughout SambaSafety.
  • Maintain knowledge on key industry trends and best practices and translate them into actionable strategies for the workforce services team.
  • Collaborate with product, marketing, and sales to ensure a customer-centric approach.

Customer Advocacy:

  • Maintain existing strong relationships with top insurance customers and partners and act as the executive stakeholder when required.
  • Act as the escalation point of contact for communications with key customers or at-risk customers.
  • Champion customer priorities and interests with internal stakeholders to build strategic roadmaps and direction.
  • Provide expertise on SambaSafety's solutions and passionately explain how we can add value to our customers.
  • Communicate regularly with leadership to provide key insights, quarterly metrics, and suggestions for improving customer success across the insurance customer-base.

Operational Functions:

  • Track, report, and optimize the performance of relationships, including identifying issues as they surface, assess possible solutions, and execute them swiftly.
  • Collaborate with stakeholders to successfully onboard new accounts and establish the framework for them to thrive.
  • Collaborate with the Account Executives and Enterprise Sales Team to develop and document a growth strategy.
  • Act as the escalation point of contact for communications between external organizations and the insurance services team.
  • Collect and report on key performance metrics and provide analysis to support strategic and operational decision-making on key initiatives.
  • Understand and communicate customer complexity, risks, and expansion opportunities to internal stakeholders.
  • Capable of planning, managing, organizing, and tracking both internal and customer-facing projects and keeping all stakeholders appropriately informed.

Requirements:

  • 8+ years senior-level Customer Success experience, ideally supporting customers in a fast-paced, SaaS-based, mission-critical environment at a high-growth company.
  • 5+ years specific industry experience as it relates to auto insurance, specifically current trends, regulations, auto-insurance products, pricing models, underwriting techniques, and risk selection.
  • 3-5 years' experience managing a remote geographically dispersed team.
  • BA/BS Degree in Business Administration, a related discipline, or equivalent experience; MBA is a plus.
  • Obsession with the customer experience and a consummate champion for the customer.
  • Leadership runs through your veins.
  • A proven track record of success delivering and driving execution of enterprise-wide strategic customer programs; demonstrated ability to lead complex strategic customer initiatives across the business.
  • Strategic thinker who can articulate a vision as well as operationally execute a vision; ability to fluidly pivot between a strategic and operational mindset.
  • Outstanding collaboration skills and the ability to internally navigate to make progress on key customer initiatives.
  • Effective written, verbal, listening, and presentation skills with proven ability to effectively engage with and present to senior-level executives.
  • High business and emotional IQ.
  • Sense of urgency and the ability to convey that urgency to team and internal stakeholders.
  • Able to grasp concepts in both technology and business quickly; intermediate command of API integrations a plus.
  • Customer-focused, self-directed, and motivated; creative initiative-taker who can take something and run with it.
  • Ability to navigate in complex platforms, understand current and future business requirements, and translate into understanding of customer needs and opportunities.

Benefits and Perks:

  • Flexible and generous Paid Time Off and Paid Volunteer Days.
  • 401k Employer Match.
  • Generous Healthcare Benefits.
  • Up to 12 weeks paid time off for maternity leave based on tenure.
  • Wellness & Tuition Reimbursement.
  • Flexible Work Arrangements.
  • Lots of SambaSafety swag & SambaSafety Events.

Our Team:

At SambaSafety, we strive to foster an inclusive culture that supports, encourages, and celebrates a wide array of diversity. We are committed to creating a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity, and inclusion.

SambaSafety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.

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