Manager, Customer Success (Risk Match)
Vertafore is a leading technology company whose innovative software solution are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships.
Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success.
Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better.
We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India.
JOB DESCRIPTION
We are currently seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team. The Manager, Customer Success is responsible for leading a team to cultivate and maintain strong relationships within assigned customer accounts to create high levels of customer satisfaction. The Manager, Customer Success works closely with Sales, Customer Support, Product Management and Finance teams to ensure customers are pleased with Vertafore.
Core Requirements and Responsibilities:
Essential job functions included but are not limited to the following:
· Lead a team of product experts with the goal of helping customers reach their business objectives with RiskMatch, Vertafore's data and analytics platform for the insurance industry
· Manage and lead a high performing, collaborating team to build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude
· Lead the team to work with customers to ensure they are leveraging Vertafore software solutions effectively and finding value in our services
· Help use data for actionable insights to drive business for their customers.
· Understand what their customers are missing in their data and work to increase their bottom-line using analytics tools and reporting
· Be able to build and explain data visualizations to their customers and how to change the visualizations into Executive level dashboards.
· Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
· Manage strategic initiatives to continually evolve Vertafore's Customer Success program
· Conduct web-based platform demonstrations for potential clients, and work with leadership teams to continuously refine and improve the platform demonstration process
· Facilitate, create and design web-based and face-to-face user-based training sessions for Vertafore customers.
· Work with leadership to monitor the effectiveness of training as well as the adoption and usage of learned tools and practices
Knowledge, Skills and Abilities:
· Confident, high energy, self-motivated and a true team player
· Experience working with senior and executive level customer contacts
· Demonstrated ability and desire to work and excel in fast-paced environment
· Excellent multitasking and project management skills
· Understanding of Internet and web applications with a desire learn new technologies
· Ability to understand and articulate technical concepts and derive solutions
· Must possess a proven understanding of corporate business world; prior experience in SaaS or Insurance is preferred
· Well-organized, with a high attention to detail and ability to prioritize
Qualifications:
· 3-5 years experience project management, onsite training, or consulting experience preferably in a SaaS or Data Analytics company or Experience in the insurance industry space, preferably 3-5 years
· Experience in the insurance space, either in the insurance industry or insurtech
· Experience in people management a plus
· Proficiency with MS Office
· Salesforce experience preferred
· Gainsight experience a plus
· SQL experience a plus
Additional Requirements and Details:
· Travel required up to 10% of the time.
· Located and working from an office location.
· Occasional lifting and/or moving up to 10 pounds.
· Frequent repetitive hand and arm movements required to operate a computer.
· Specific vision abilities required by this job include close vision (working on a computer, etc.).
· Frequent sitting and/or standing.
THE VERTAFORE STORY
Over the past 50 years, Vertafore has advanced the entire insurance distribution channel with the best software solutions in the industry. Today, we're proud to say hundreds of thousands of Vertafore users rely on our solutions to write business faster, reduce costs, and fuel growth by increasing collaboration and streamlining processes. Vertafore leads the industry with secure, cloud-based mobile products that provide superior reporting and analytics, delivering actionable insight- right when customers need it most. We partner with other leading technology companies to deliver comprehensive solutions to improve the way our customers do business and serve their customers.
The Vertafore Way
Insurance is about relationships, and technology should make those relationships stronger. That's why, at Vertafore, it's our mission to transform the way the industry operates by putting people at the heart of insurance technology. By focusing on our customers, becoming better every day, and delivering results you can see, we provide the level of trust and security that insurance is all about.
· Bias to Action: We're united by an innate drive to take action and make a difference in the technology and insurance spaces.
· Win Together: We work together as one team, showing empathy and respect along the way.
· Show Up Curious: We work to challenge one another to push boundaries and think beyond the box.
· Say It, Do It: We honor every one of our commitments because integrity is important to us.
· Customer Success is Our Success: We cultivate authentic relationships and follow up by actively listening to their needs.
· We Love Insurance: We appreciate the impact insurance has on the world.
Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!
Vertafore is a drug free workplace and conducts preemployment drug and background screenings.
The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.