Strategic Customer Success Manager

| Greater Denver Area | Hybrid
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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 Strategic Customer Success Manager is responsible for cultivating and maintaining strong relationships with Vertafore's largest customers. The CSM works closely with our customers alongside Sales, Customer Support, Product Management and Finance teams to ensure our services are delivered successfully. 

Core Requirements and Responsibilities:

Essential job functions included but are not limited to the following: 

 

  • Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude 

  • Run major, multiphase projects to help customers better leverage Vertafore projects 

  • Work with 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, Professional Services, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues 

  • 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 and renewal 

  • Drive upgrade revenue through increased product adoption and increased usage 

  • Occasional travel to customer sites 

Qualifications:

 

  • Bachelor's degree and 4+ years of experience in customer-facing role, such as Professional Services, Customer Success 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 

  • Project management background preferred 

  • Experience working with C-suite 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 

Additional Requirements and Details:

· Travel required up to 10% of the time.

· Ability to work remotely with a stable internet connection on an as-needed basis

· Located and working from an office location (when required)*

· 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.

*Our offices are currently closed due to COVID-19 and are scheduled to re-open mid 2021.

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.

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • AWS (Amazon Web Services)Services

Location

Great location in the heart of downtown Denver just a block away from the RTD lightrail.

What are Vertafore Perks + Benefits

Culture
Volunteer in local community
Vertafore offers employees 1 paid day to volunteer at the non-profit of their choice.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
President's club
Employee awards
Remote work program
Vertafore is a Flexible First working environment which allows team members to work from home as often as you’d like while using our offices as a place for collaboration, community, and team buildin
Diversity
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Vertafore employees can contribute up to $2750 annually to their FSA.
Disability insurance
Disability insurance covers 100% of annual salary for up to 90 days of disability.
Dental insurance
Our dental plan covers $1500 of expenses per person.
Vision insurance
The vision benefits plan covers 100% for annual eye exams with $175 for glasses or contact lenses.
Health insurance
Vertafore offers three different health plans to meet the needs of our employees.
Life insurance
Pet insurance
We offer a Pet Insurance plan through Nationwide.
Wellness programs
Team workouts
Vertafore's team fitness initiatives include in-office yoga, a partnership with Planet Fitness, and other recreational team sports.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Vertafore provides employees with a 401(k) matching plan managed by [provider]. We match up to 50% of contributions up to 3% of an employee's annual gross pay.
Employee stock purchase plan
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Vertafore provides up to 6 weeks of parental leave for the primary caretaker. We also provide 6 weeks of leave for the secondary caretaker.
Family medical leave
Adoption Assistance
We reimburse up to $2,500 for eligible adoption expenses and 6 weeks of paid leave.
Company sponsored family events
Vertafore sponsors family oriented events semi-annually.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Bereavement leave benefits
Company-wide vacation
Every year on the second Friday in April, our company shuts down for "Refresh & Recharge Day." It's a day to unplug and get back to what you love outside of work.
Office Perks
Commuter benefits
Company-sponsored outings
Vertafore hosts company outings annually.
Free snacks and drinks
In various areas of the office, Vertafore provides weekly fresh fruit services, bagels and donuts on specified days, as well as snacks and drinks.
Some meals provided
We provide free breakfast on Mondays and Fridays.
Company-sponsored happy hours
Recreational clubs
Vertafore sponsors recreational clubs that include sports, board games, video games, book clubs, etc.
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Tuition reimbursement
Our tuition reimbursement plan offers an annual max of $5,250.
Lunch and learns
Promote from within
Mentorship program
Vertafore's mentorship framework is an independently led experience between a mentee and a mentor. Resources are ongoingly provided to start this relationship and keep it successful & valuable.
Online course subscriptions available
Personal development training

Additional Perks + Benefits

We felt like the stretch of no three day weekends from Feb - May was too long, so we added our own holiday! We celebrate Vertafore Rest and Recharge day in April, and the whole company has a long weekend.

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