Customer Success Manager

2 weeks ago

Melbourne, Canada Riskonnect Inc. Full time

**The Opportunity**
- _______________________________________

**Primary Responsibilities**
- Ensures good customer health of client book
- 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
- Travel to client sites as needed
- _________________________________________

**Your current skillset will include**:

- 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 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
- _________________________________________

**Desirable**:

- Education: Bachelor’s Degree Preferred
- 8+ years or Knowledge of the Insurance Industry/SaaS experience

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