Job description
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Glimpse into Your New Role
- Ensures good customer health of client book
- Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
- Manage client renewals
- Maintain regular contact with key decision makers and stakeholders and schedule stewardship meetings as appropriate
- Work across the firm to drive resolution of identified issues and escalate issues where appropriate
- Ensure customer's desired outcomes are well understood, documented, and monitored
- Collaborate with Success Consultant on day to day client requests, including attending status meetings and escalate service issues where appropriate.
- Articulate client needs objectives and work across the firm to develop and propose solutions
- Recommend and coordinate cross-functional improvements to the Customer Lifecycle
- Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc)
- Track results from action plans and follow escalation procedures when appropriate
- Identify Upsell and Cross Sell Opportunities
- Map customer stakeholders & users to Customer Personas
- Partner with Account Executives during Quarterly Business Reviews to create client growth strategy
- Feature Request Management
- Maintain knowledge of Riskonnect products/services and industry trends What You’ll Bring
- 5+ years of Experience in Customer Facing role in the Enterprise Software Industry
- Familiar with MS Office and/or Google Suite
- Ability track and organize action items across 20-30 enterprise software clients.
- Ability to prioritize workload and execute in a fast-paced environment
- Ability to build customer relationships using remote communication tools (e.g.: phone, email campaigns, conference calls, web training)
- Ability to develop senior level relationships.
- Ability to drive insights and adoption recommendations to customers by analyzing customer
- Strong empathy for customers and ability to see value through their eyes required
- Analytical and Process Oriented Mindset
- Ability to communicate clearly and to articulate complex concepts and ideas to customer and executives
- Make timely decisions and have sound judgment
- 8+ years or Knowledge of the Insurance Industry/SaaS experience Join the A-Team and experience the A-Life!