About this role
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!