Enterprise Customer Success Manager (Remote)
$75,000 - $80,000 + Bonus
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.
We are currently seeking a customer-centric, energetic, and highly-motivated individual to join our Enterprise Customer Success Team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within largest accounts ensuring high levels of product adoption and recognition of ROI, leading to growth opportunities while mitigating risk.
Core Requirements and Responsibilities:
Essential job functions included but are not limited to the following:
Develop deep knowledge of assigned customer's business, be the internal voice for rising issues, and continually delight them with a positive, customer-centric attitude.
Execute on strategies to drive the adoption of Vertafore solutions. Establish yourself as the driver of a continuous solution adoption model with customers.
Be the customer champion, by constantly looking for improvement areas and ways to delight and retain our users through better product and customer experience.
Regularly meet with your customer's leadership team to review the value realized, business goals and obtain feedback.
Mitigate risk through early detection and rapid solution planning.
Stay knowledgeable 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.
Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
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
Qualifications:
Bachelor's degree and 3-5 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
Experience in the insurance industry such as agency account management, producer, or manager.
Ability to understand and articulate technical concepts and derive solutions
Possess strong phone, written and verbal communication skills with excellent presentation skills
Demonstrated strategic solution development and management of successful plans
Ability to lead executive meetings
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
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
Experience with Gainsight and Salesforce a plus
Additional Requirements and Details:
Travel required up to 25% of the time.
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.