Customer Success Manager

WHY JOIN US?

We explore ways to deliver new value, foster creativity and reach beyond boundaries. We use drive and commitment to energize, engage, and inspire others. We do what is important and strive for continuous improvement, work with passion, and purpose. We act with mutual respect, communicate fearlessly and collaborate to leverage our collective talents. At Riskonnect, we share this set of expectations and values. They guide us every day in every way. These values are more than words – they unite our organization and bring meaning and purpose to what we do.

THE OPPORTUNITY

Riskonnect is seeking a Customer Success Manager to maintain a book of business in order to meet defined goals and guarantee client satisfaction and realization of the Riskonnect value proposition. The successful candidate will act as the owner of the overall account relationship with clients in an assigned book. Has general understanding of Riskonnect practices and services. Has presence and credibility in the insurance and business community, and within industry alignment and accounts. Focuses on client satisfaction, retention and health.

WHAT WOULD MAKE YOU A FIT?

Responsibilities:

• 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
• Travel to client sites as needed

Required Qualifications:

• 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 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

SKILLS & ABILITIES

• Education: Bachelor's Degree Preferred
  5+ years or Knowledge of the Insurance Industry/SaaS experience

WHY BE A PART OF OUR TEAM?

At Riskonnect, innovation starts with our people. We're a fast-growing, global team of 1,500+ dedicated professionals who bring bold thinking, a collaborative mindset, and a shared commitment to help organizations manage risk with confidence. You'll work alongside some of the most talented individuals in the industry, united by a purpose to help customers solve their complex risk challenges through cutting-edge technology and world-class service.

If you read this and thought "I can do this" then please submit your qualifications and apply directly at

To more about Life at Riskonnect, visit us at: 4e999d2caeee/?viewAsMember=true