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Customer Success Manager managing strategic client relationships for Octadesk's SaaS platform. Focusing on client satisfaction and upselling opportunities while collaborating with internal teams.
About the role
- A Client Experience Manager is responsible ensuring that each touchpoint across the client journey is engaging, efficient, and effective
- By understanding client needs, the Client Experience Manager ensures the entire transition process is smooth, clear expectations are set and met, and clients are engaging with our teams and solutions
- CEMs will partner closely with the leaders of our Client Services and Broker Partnership teams to develop functional execution, explore at-risk customers, and create success-and-save strategies that increase customer lifetime value
- The daily focus will be leading our Client Experience Associates to successfully own their assigned block of business and Partners to drive overall client retention within the first 12 months of acquisition
- Drive Client Success Outcomes around reducing churn and improving the customer experience
- Support the team to resolve issues and/or complaints, create save plans, optimize business acumen to create customer success at every stage
- Develop a deep understanding of key account needs and represent the "Voice of Customer" cross-functionally
- Collaborating with the sales team to maximize our ability to proactively support customer needs
- Coach team in proactive reach out to all customers that fall into the medium/high-risk churn category during their transition state
- Routinely monitor calls, complete call reviews and coaching to improve consultative and "whole business" approach for customer success
- Connect to our customers and partners to get feedback, explore pain points, and provide guidance and support to the team on maximizing the value add.
- Constantly learn new things, strategies, insights to share with your team to truly help our customers level up and adapt to changing demands and requirements
- Ask questions and apply strong critical thinking and problem-solving skills to help your team help customers solve their biggest challenges
- Develop insights from customer data to drive customer or internal facing content and training material
- Gather, Analyze, and report to senior leadership key customer success metric
Requirements
- Minimum of 5 years strategic client consulting and management experience in broker agency or benefit administration, required
- Minimum 2 years’ of employment with Digital Insurance or DBA, required
- Current life and health insurance license; required
- Participant of OneDigital’s Leadership training program, preferred
- Bachelor’s Degree, preferred
- 2+ Years of Sales or Management Consulting Experience, Client Engagement Management, or Customer Success Management
- 2+ Years managing and consulting with strategic client accounts and enterprise account management
- Empathetic, positive attitude with a desire to help our customers reach their goal
- Demonstrated skills in analytics and research, client relations, executive presentations and cross functional project management
- Results-driven mentality, with a bias for speed and action
- Strong attention to detail
- Must be self-motivated and disciplined
- Excellent written and verbal communication skills
- Strong organizational skills
- Ability to manage one's workload
- Ability to thrive in fast-paced environment
- Knowledge/Experience with HCM Solutions preferred
- Strong and innovative sales and marketing ability; Superior analytical and strategic planning skills; Strong written and verbal communication and listening skills, with a demonstrated ability to be able to effectively communicate with C-suite and Executive level clients; Strong organizational and project management skills with the ability to prioritize and handle multiple and complex tasks in a fast-paced environment; Definitive leadership capabilities; Ability to work with clients and colleagues at a senior strategic level; Proficient in Microsoft Office, particularly database applications; Advanced knowledge of health, ancillary and alternative funding products (self-funded, partially self-funded, fully-insured plans).
Benefits
- health, wellbeing, retirement, and other financial benefits
- paid time off
- overtime pay for non-exempt employees
- robust learning and development programs
- reimbursement of job-related expenses per the company policy
- employee perks and discounts
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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