Customer Success Manager

Insurity is a leading cloud-based software provider for the Property & Casualty market, seeking a dynamic Customer Success Manager to drive customer success and solution adoption. This role involves building strong relationships with customers and ensuring their strategic business objectives are met through the Insurity Marine Suite product.

Responsibilities:

• 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
• Demonstrate competency in all internal processes & practices
• Support Continuous Improvement initiatives
• 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:

• Minimum 1- 3 years' experience in Marine Cargo Insurance, Logistics or Logistics Software
• Minimum 1-3 years' experience minimum 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
• Demonstrate these skills at a high proficient level: Data Analysis, Coaching, training and mentoring, Customer Advocacy