Responsibilities
- 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
- Facilitate end-to-end management of cross-functional medium complexity enhancements in accordance with product-specific procedures.
- Draft change requests and Statements of Work as required
- Demonstrate an understanding of revenue recognition and account measurements
- Demonstrate competency in all internal processes & practices
- Support Continuous Improvement initiatives
- Successfully meet Insurity training goals
- Provide mentorship to team members
- Stay up to date on industry and job-related trends and best practices, including reading relevant publications, articles, blogs, etc.
- Other duties as assigned
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
- Technical aptitude and familiarity with APIs, cloud platforms, and common SaaS architectures.
- Strong understanding with the software development and deployment lifecycle.
Benefits
- Find the work environment that supports your best—whether that’s remote, in-office, or hybrid—depending on your role and location.
- Our Open PTO Policy, empowering you to recharge when it matters most.
- Comprehensive health coverage and employer-matched retirement savings right from your first day—because we know how important these are to you.
- Our award-winning onboarding program is designed to set you up for success and help you make an immediate impact.
- We believe in promoting from within. In fact, over 25% of our open roles are filled by internal candidates.
- Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
- Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole
- Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.
- Through our partnership with the University of Arizona Global Campus, you and your family can access discounted tuition and pursue educational goals affordably.
- Our Employee Referral Bonus program rewards you for bringing great people on board.
Work Arrangement
Hybrid
Additional Information
- Travel required is less than 10%
- The knowledge of French is required for positions permanently located in Quebec. The English language is required for this position in order to communicate with clients, partners, and colleagues, who are strictly located outside of Québec. French-language training will be offered to candidates who do not have a good knowledge of French.
- We are dedicated to creating an exceptional work environment for all our employees by extending a culture of diversity, equity, inclusion, and belonging into the very fabric of our organization. We embrace differences and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
