Customer Relationship Manager

5 days ago

New York, New York, United States Coverager Inc Full time
About the Role

We are seeking a highly skilled Customer Relationship Manager to join our team at Coverager Inc. As a key member of our business development team, you will be responsible for driving adoption and engagement of our product with new and existing business and enterprise customers.

Key Responsibilities
  • Manage all post-sales activity for Ascend's business and enterprise customers through strong relationship-building, product knowledge, planning, and execution.
  • Maintain a deep understanding of the product to speak with customers about the most relevant features and functionality for their specific business needs.
  • Increase customer retention by conducting regular check-in calls for tactical items and preparing monthly account reports for C-level executives and decision-makers.
  • Track accounts to identify churn risk and work actively to improve customer health and retention.
  • Function as the customer advocate and provide internal feedback on how Ascend can better serve our enterprise customers.
  • Partner with Sales to help scale Ascend's internal processes and improve sales processes based on customer feedback.
  • Partner with Product and Engineering on identifying product improvement requests and bugs.
Requirements
  • A strong desire to learn new skills and business problems.
  • Comfortable with ambiguity and the pace of an early-stage startup.
  • Ability to drive customer onboarding, implementation, and consultation.
  • Ability to design and build out processes that align with customer needs.
  • Proactive team player with ideas about customer activation, churn mitigation, and proactive alerts and reports to improve customer experience.
  • Bachelor's degree or strong work experience.
  • Prior account management experience or equivalent.
  • Strong communication skills and technical aptitude.
  • Proactive team player with fresh ideas when it comes to user adoption and churn mitigation.
  • Enjoy working closely with customers and high social IQ when it comes to customer service.
  • Self-starter who takes the initiative to get things done.
  • Highly collaborative.
  • Familiarity with Salesforce, Zendesk, and other Software-as-a-Service (preferred).
  • Experience in SaaS (preferred).
What We Offer
  • Highly competitive base salary and meaningful equity in a fast-growing company.
  • Offices in NYC and Palo Alto, with the option for 100% remote work.
  • Flexible vacation policy to encourage people to recharge and get offline.
  • WFH equipment and laptop budget.
  • Parental leave and flexibility for families.
  • 100% world-class Health, Dental, Vision for you and your dependents.
About Us

Coverager Inc is a fintech company building a financing and payments infrastructure for insurance. We exist to make it easier for people to protect the things they care about by simplifying and modernizing the insurance industry's financial infrastructure.

We are committed to creating and fostering a diverse, equitable, and inclusive workplace. We have DE&I hiring goals and metrics that we track closely to ensure underrepresented and diverse candidates are sourced and recruited first.

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