[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Riskonnect, Inc. is the leading integrated risk management software solution provider that empowers organizations to anticipate, manage and respond to strategic and operational risks. The Customer Success Manager will maintain a book of business to ensure client satisfaction and realization of the Riskonnect value proposition, acting as the owner of the overall account relationship with clients.

Responsibilities

• Ensures good customer health of client book
• Execute ongoing 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)
• Enterprise contract renewal negotiations
• 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

Skills

• 5+ years of Experience in Customer Facing role in the Enterprise Software Industry
• Familiar with MS Office and Gainsight
• Ability to track and organize action items across 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 articulate complex concepts and ideas to customers and executives
• Make timely decisions and have sound judgment
• Ability to support across USA time zones
• Must be authorized to work in the United States
• Education: Bachelor's Degree Preferred
• 8+ years of Knowledge of the Insurance Industry/SaaS experience

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