Production Success Manager (Software)

CalcFocus is an insurtech company delivering cloud-native policy administration and illustration software for the Life & Annuity market. The Production Success Manager owns senior client relationships for complex strategic accounts after go-live, resolves production issues hands-on, improves support processes, identifies product patterns, and mentors PS Analysts.

Responsibilities:

• Serve as the senior PS contact for complex, strategic accounts, owning the relationship from go-live onward
• Communicate proactively and clearly on issue status, risk, and next steps — especially when the news isn’t good
• Understand each client’s business and priorities well enough to anticipate what they’ll need
• Partner with Project Management at go-live handoff and raise account health concerns before they become escalations
• Work tickets hands-on, from triage through resolution
• Lead resolution of complex production issues, coordinating across PS Developers, Development, and QA while keeping the client informed
• Distinguish a quick fix from a deeper defect or a product question, and route each to the right place
• Identify inefficiencies in how PS triages, tracks, and resolves issues, and put improvements in place
• Spot patterns across tickets and clients that signal product problems, and bring them to Development and Product as a conversation, not just a ticket
• Document processes and resolutions so knowledge is shared across the team, not held by one person
• Mentor PS Analysts on troubleshooting and client relationship skills
• Model what strong client management looks like at CalcFocus — how to communicate, how to own an issue, how to earn trust
• Share what you learn from complex situations so the whole team gets better at handling them

Requirements:

• Someone who has owned senior client relationships in a production environment — the person clients trust and teammates learn from
• Problem solving and judgment — you resolve complex production issues, look past the immediate fix to the pattern behind it, and make sound calls under pressure about what to prioritize and when to escalate
• Client partnership — you've been the trusted point of contact for senior clients, and they trust you because you communicate early, follow through, and don't overpromise
• Functional excellence — solid experience in production support, application support, or client success for enterprise software, and comfort owning complex production environments
• Continuous improvement — you've changed a process, tool, or workflow and can point to the result, and you turn what you see in production into feedback that prevents the next issue
• Initiative and leading by example — you take ownership without being asked, and you've helped less experienced colleagues grow in both client-facing and technical skills
• Experience with Life & Annuity policy administration, illustration, or calculation systems
• Familiarity with the L&A software landscape and how carriers run their production operations
• Comfort using SQL, logs, or data analysis to diagnose production issues
• Experience building or improving support processes in a growing team