Customer Success Manager

6 months ago

Waterloo, Canada IMS Full time

**Company Overview**

IMS (Insurance and Mobility Solutions) is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. We are proud to be the developer of the industry-acclaimed; cloud-based “Drive-Sync” connected car platform. From insurers and governments to dealerships and everyday drivers, we’re proud to produce technology that makes driving - Safer. Smarter. Greener.

**Description**

The **Customer Success Manager** is ultimately focused on the outcomes and success of assigned customer accounts, growth of the subscriptions in those accounts, and upselling new products. They are passionate, self-driven, and motivated to push boundaries to promote our solutions to insurance providers and drive a book of business with a consultative approach.
- This position is a vital component of the business, and is responsible for:_
- Develop and implement account management and success strategies that yield an exceptional customer experience
- Work collaboratively with engineering, support, IT, and product to ensure that customers’ objectives are understood throughout the organization, and champion the delivery of solutions that yield greater revenue from those accounts
- Create a high level of engagement and influence with various levels of decision-makers
- Perform strategic quarterly business reviews, weekly technical & business touchpoints, and other customer-facing maintenance meetings as required
- Drive pipeline and revenue growth to ensure required targets and metrics are achieved/ exceeded
- Create reliable forecasts in line with the overall objectives of the business
- Leverage internal departments to develop comprehensive responses to RFI’s and RFPs to maximize win rate
- Participate in the negotiation of Master Service Agreements, Statements of Work, etc.,
- Provide cross-functional support as needed (events, tradeshow, partner forums, etc.)

**Requirements**:

- We know you will have a wide skill set, but to thrive in this role we think you will need:_
- Completed Bachelor’s degree
- Minimum 5 years of customer success experience, ideally managing accounts for complex technology solutions
- Strong knowledge of the personal and commercial lines insurance industry
- Demonstrated track record of successfully delivering on revenue quotas
- Ability to assess risks and develop strategies to mitigate
- Excellent verbal and written communication skills
- Strong technical skills and a passion for technology
- Highly motivated, positive attitude, and excellent organizational skills
- Bonus Skills:_
- Industry experience in telematics and Insurance (UBI) is preferred

Additional Information:

- Must be ok with travel in US and Canada for customers and home office visits
- Occasional travel to the UK

**Why should you join us?**
- Brand new collaborative, open-concept office for those days when you want to work collaboratively in person We’re located in the Waterloo tech hub: the David Johnson Research + Technology Park
- Flexible remote working options all over North America
- Opportunity to work within a global team
- We’re an innovative technology leader with plans for growth in the global telematics industry. These are some exciting times
- We want to see you grow and do great things We’re committed to your personal and professional development
- Company-paid group health (and dental) benefits program, with no waiting period - they start from day one
- RRSP matching program (for Canadian employees)
- Flexible holiday scheme (unlimited vacation) to really make the most of your time and wellbeing
- 'Work From Anywhere' Policy - work almost anywhere in the world for 30 days per year
- Funded training opportunities and a dedicated online learning platform
- Discounted gym membership
- Management coaching programs
- Employee Assistance Program and an enhanced maternity/paternity package
- Kudos Hub - a peer-to-peer recognition system, where you can recognize others using points. These points can be collected and redeemed against a huge catalog of rewards

IMS is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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