Senior Manager Customer Success Insurance
Senior Manager Customer Success Insurance
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Salary Not Disclosed
1 Vacancy
Job Description
Reporting to the Senior Director of Value Consulting the Senior Manager Customer Success Insurance is responsible for retaining delighting and expanding our insurance customer base. You will oversee the activities of the US Insurance CSMs providing guidance to help the team deliver their best performance.
The Senior Manager collaborates with crossfunctional partners to quickly resolve issues improve customer retention maintain customer service standards and ensure a high level of customer satisfaction and success.
Additionally the Senior Manager is accountable for meeting customer metrics and success outcomes both individually and for the team.
Key Responsibilities
- Set clear goals for the CSM team. Work with the Senior Director Value Consulting and VP of Customer Success of to use effective tools strategies and plans to drive team performance.
- Review account plans that prioritize customer satisfaction and success throughout the customer lifecycle ensuring clear communication of progress with both internal teams and customers.
- Meet with the CSMs for weekly check ins goal reviews and trainings.
- Track and analyze customer data to identify trends to optimize internal strategies and boost customer retention.
- Ensure customer satisfaction across all client accounts by collaborating closely with stakeholders and customers.
- Enhance customer satisfaction by recognizing evolving business needs and ensuring that business outcomes surpass expectations.
- Provide daytoday management guidance and mentorship to US Insurance CSMs maintaining clear KPIs and objectives. This includes team conflict resolution improving crossfunctional collaboration and acting as a trusted advisor to both the team and senior leadership.
- Champion Nearmaps values to ensure the team remains aligned with companywide goals and objectives.
- Collaborate with regional Sales teams to review and partner on account strategies and collaborate with the Customer Experience and Sales teams to develop solutions for strategic customers.
- Comply with responsibilities of working for a private equity.
- Comply with all local legislative requirements.
- Adhere to company guidelines and the corporate Code of Conduct.
- Where appropriate keep up to date with legislative requirements.
- Act in an ethical way when dealing with company assets and other people.
Qualifications :
- Relevant degree or certifications desirable.
- Experience working with B2B audiences preferably in a technology or SaaS environment.
- 7 years of experience in customer success or key account management.
- Experience in developing and executing customercentric strategies to maximize retention and value.
- Proven team management experience with a focus on coaching mentoring and conflict resolution.
- Strong interpersonal and communication skills both written and verbal across internal and external stakeholders.
- Strong negotiation skills commercial acumen and expertise in building and maintaining longterm relationships.
- Strong leadership qualities and passion around people development.
- Proficiency with Salesforce Microsoft Office.
Additional Information :
Some of our benefits
Nearmap takes a holistic approach to our employees emotional physical and financial wellness. Our current benefits include access to the Nearmap employee share scheme short and longterm financial incentives flexible working options paid volunteer days gym and phone rebates and lots of development opportunities including hackathons and pitchfests.
Working at Nearmap
We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. Were proud of our inclusive supportive culture and maintain a safe environment where everyone feels a sense of belonging and can be themselves.
If you can see yourself working at Nearmap and feel you have the right level of experience we invite you to get in touch.
Watch our culture video below to find out more about what a day in the life at Nearmap looks like.
Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee location or address. Nearmap is not responsible for any fees related to unsolicited resumes.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
