Make an impact and love what you do! Vertafore is a top provider of software for the insurance industry that keeps transforming. We create award-winning solutions to boost productivity, lower costs and help agents and carriers grow their businesses. We respect and value our team, and we look to bring the best talent together to make our future even stronger.

We are at a pivotal stage in our mission to transform the business of insurance as we focus on revolutionizing the customer experience, integrating our product suite and innovating software design. In addition to building a strong foundation in application software sales and insurance licensing & compliance; we value collaboration, persistence, courage, determination and agility in ourselves and those who join us. We continually challenge ourselves and the status quo to build and sell best-in-class software.

ROLE IMPACT:

We are currently seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team. The Strategic Customer Success Manager is an individual contributor role and is responsible for cultivating and maintaining strong relationships within assigned accounts to ensure high levels of customer satisfaction and recognition of ROI, leading to strong usage of our products and recognition of value. The Strategic Customer Success Manager works closely with our customers alongside Sales, Customer Support, Product Management and Finance teams to ensure our services are delivered successfully.

Responsibilities:

• Further develop relationships with assigned existing agency customers, help them with issues, and continually delight them with a positive, customer-centric attitude
• Pro-actively work with assigned customers to ensure they are leveraging Vertafore software solutions effectively and finding value in our services
• Become an expert in Vertafore's software solutions and educate customers on the use and benefits of our products
• Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
• Be a customer advocate while capturing customer feedback
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Maintain a revenue base by managing account retention
• Drive upgrade revenue through increased product adoption and increased usage
• Must have excellent business development skills with the ability to speak to all levels within our client base: C-Suite to end user.
• Must adopt Vertafore sales methodology and be able to adhere to internal processes
• Support Account Manager and Executives on retention and small to mid-sized cross sell and upsell opportunities
• Drive further adoption, use, and understanding of product sets already in place within our client base
• Assist in streamlining internal processes to improve customer's overall experience in doing business with Vertafore.
• Understand and speak the language of insurance and software to top 100 BI businesses
• Superior collaboration, consensus, and team building skills
• Positive and outgoing attitude! Always looking to help and build up the team.
• Superior triage, delegation, and accountability skills to drive efficient outcomes to meet our customers' as well as Vertafore's business goals and objectives.
• Ownership; this role owns the overall client relationship; making sure Vertafore meets customers' needs at all times.

Qualifications:

• Proven success in complex, long cycle Business-to-Business application software sales or account management
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• 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
• 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
• Proficiency with MS Office
• Salesforce experience preferred
• Excellent negotiation/persuasion and interpersonal skills
• Adaptable and Agile; able to influence and change thought, approach, and tactics to achieve Vertafore's and clients' shared business goals.
• Previous experience with or a strong understanding of insurance companies' business workflow highly preferred
• Strong written, verbal and presentation skills
• Demonstrated ability to follow sound business ethics when executing job responsibilities to build and maintain customer confidence
• Strong technical skills – WEBEX, MS Office, SFDC, Task/Organization tools
• Experience within a multi-dimensional operating environment is essential

TRAVEL REQUIREMENTS:

• Travel will be limited (10%-15%) as this will be a remote and/or Vertafore location position collaborating with all teams and departments via phone, email, IM, Webex, etc as needed.

Vertafore is about bringing together top talent to make an immediate impact in software. Our culture encourages employees who are able to create, think and challenge each other in a fast-paced environment. We are transforming our products and services, exploiting advanced techniques to create new "ways and means" for the insurance industry, and with that the industry is changing too.