Senior Customer Success Manager

🔥 38 minutes 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

• Manage and grow customer relationships, serving as their primary point of contact. • Act as the liaison and advocate between customers and internal teams, such as product development, sales, and support, to enhance the overall customer experience • Engage with customers by conducting regular business reviews to ensure alignment between their strategic objectives and Insurity's products and services. • Maintain/manage customer expectations and satisfaction • Gain and maintain working knowledge of Insurity’s platforms, including new releases, features, and dependencies. • Demonstrate thorough knowledge of customers’ business challenges, opportunities, and how our products and solutions address them • Develop strong working relationships with Customer System Champions • Ensure contract compliance and accurate billing • Understand the customer experience and loyalty measures in place • Gain a strong understanding and act as the subject matter expert on your customers’ internal organization, political landscape, and stakeholder personalities • Monitor customer satisfaction, identifying potential issues or challenges before they escalate into major problems • Collaborate with Sales to develop and execute strategies for customer retention and uncover potential opportunities for upselling or cross-selling additional products or services that meet customer needs • Educate customers on features, benefits, and the value of the service to drive adoption and satisfaction. • Prepare and deliver professional presentations and performance insights to demonstrate the impact of Insurity solutions on the customer's business. • Lead customer meetings effectively, accurately capture minutes, and ensure the completion of all meeting takeaways • Understand, regularly measure Customer KPIs, monitor usage patterns to proactively address churn risk. • Transition and onboard customers from the implementation team • Manage customer escalations and ensure issues are resolved quickly and effectively. • Ensure workflow management system and customer-facing tools are up to date • Provide tool self-service support for customer

🎯 Requirements

• 3 years in a customer success role, either within the software-as-a-service and/or insurance industry • 1 years working with national accounts (not just local or regional) or working with multiple partners • Strong customer support and emotional intelligence qualities with an ability to understand customers desired strategy and needs • Strong written and oral English communication skills with ability to articulately present information both in-person (presentations) and in written form • Advanced digital literacy with MS Office (Word, Excel, PowerPoint) • Self-starter mentality with an eagerness to learn and ability to collaborate and work autonomously, with strong multi-tasking skills • Nice-to-have: Experience with Customer Success Management or CRM tools • Nice-to-have: Technical aptitude and familiarity with APIs, cloud platforms, and common SaaS architectures. • Nice-to-have: Strong understanding with the software development and deployment lifecycle. • Travel required is less than 10%

🏖️ Benefits

• medical insurance • dental insurance • vision insurance • 401(K) match • paid maternity leave • paid paternity leave • disability insurance