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.

Essential Functions:

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 roles in the Enterprise Software Industry
• 2+ years of experience in Business Continuity/Disaster Recovery
• Industry certification highly preferred – ABCP, CBCP, MBCP
• Solid understanding of business continuity planning lifecycle.
• Understanding of business continuity industry standards – ISO 22301, FFIEC, etc.
• Familiar with MS Office and/or Google Suite
• Ability to 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 articulate complex concepts and ideas to customer and executives
• Make timely decisions and have sound judgment

SKILLS & ABILITIES

• Education: Bachelor’s Degree Preferred
• 3+ years or Knowledge of the Insurance Industry/SaaS experience preferred

PHYSICAL DEMANDS

Physical Requirements: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.