Customer Success Manager

🔥 1 hour ago

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Insurity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🛡️ Insurance

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Insurity on 2021-11

Insurance • SaaS • B2B

Insurity is a provider of insurance-focused software and technology solutions. It delivers core policy administration systems (Pro Suite, Workers' Comp Suite, Marine Suite), an AI platform embedded across insurer workflows, analytics and intelligence products (Premium Audit, Loss Control, SpatialKey geospatial analytics), and billing/payments offerings including Billing-as-a-Service. Insurity serves carriers and MGAs with modular, enterprise-grade SaaS and hosted systems to streamline underwriting, policy administration, claims prevention, premium recovery, and billing operations.

📋 Description

• Primary point of management contact for assigned customers • Accurately capture minutes/actions from meetings • Prepare professional presentations/reports and effectively lead customer meetings • Ensure workflow management system and customer-facing tools are up to date • Provide tool self-service support for customers • Understand Customer KPIs; measure and track regularly • Maintain/manage customer expectations and satisfaction • Develop working relationships with Customer System Champions • Independently transition low complexity customers from the implementation team • Ensure contract compliance and accurate billing • Understand the customer experience and loyalty measures in place (NPS, references, etc.) • Ensure a strong understanding of internal customer organization, political landscape, and stakeholder personalities • Demonstrate thorough knowledge of customers’ business challenges, opportunities and how our products and solutions address them • Uncover potential cross-sell and upsell opportunities • Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product specific procedures • Draft change requests and Statements of Work for small to medium complexity enhancements • Demonstrate an understanding of revenue recognition and account measurements

🎯 Requirements

• Minimum 1-3 years' experience in Marine Cargo Insurance, Logistics or Logistics Software • Minimum 1-3 years' experience in customer success related role, interfacing and working directly with customers • Bachelor’s degree in related field or equivalent work experience • Ability to create succinct, audience relevant, objective oriented written documentation (emails, PowerPoint, Word documents etc.) • Analytical and critical thinking • Written and oral English communication • Time management including work planning, prioritization, and organization • Ability to handle multiple priorities or tasks • Self-starter and quick learner • Detail-oriented • Active listener • Ability to collaborate and work autonomously • Flexible and adaptable • Expectation Management • Project Management • Process analysis, design, and management • Business Acumen • Technical Acumen • Software Development Acumen • Change management • Ability to articulately present information • Meeting facilitation and management • Ability to disagree and commit • Up to 10% travel required

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • 401(K) match • Paid maternity leave • Paid paternity leave • Disability insurance • Open PTO policy • Professional development opportunities