Customer Success Manager

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Glimpse into Your New Role

• Ensures good customer health of client book
• Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email

Campaigns, etc)

• Manage client renewals
• Maintain regular contact with key decision makers and stakeholders and schedule stewardship

meetings as appropriate

• Work across the firm to drive resolution of identified issues and escalate issues where appropriate
• Ensure customer's desired outcomes are well understood, documented, and monitored
• Collaborate with Success Consultant on day to day client requests, including attending status

meetings and escalate service issues where appropriate.

• Articulate client needs objectives and work across the firm to develop and propose solutions
• Recommend and coordinate cross-functional improvements to the Customer Lifecycle
• Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc)
• Track results from action plans and follow escalation procedures when appropriate
• Identify Upsell and Cross Sell Opportunities
• Map customer stakeholders & users to Customer Personas
• Partner with Account Executives during Quarterly Business Reviews to create client growth strategy
• Feature Request Management
• Maintain knowledge of Riskonnect products/services and industry trends

What You’ll Bring

• 5+ years of Experience in Customer Facing role in the Enterprise Software Industry
• Familiar with MS Office and/or Google Suite
• Ability track and organize action items across 20-30 enterprise software clients.
• Ability to prioritize workload and execute in a fast-paced environment
• Ability to build customer relationships using remote communication tools (e.g.: phone, email

campaigns, conference calls, web training)

• Ability to develop senior level relationships.
• Ability to drive insights and adoption recommendations to customers by analyzing customer
• Strong empathy for customers and ability to see value through their eyes required
• Analytical and Process Oriented Mindset
• Ability to communicate clearly and to articulate complex concepts and ideas to customer and

executives

• Make timely decisions and have sound judgment
• 8+ years or Knowledge of the Insurance Industry/SaaS experience

Join the A-Team and experience the A-Life!