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JOB SUMMARY
The Customer Success Manager (CSM) will serve as a trusted advisor and support resource for our carrier partners at the end-user level, driving product adoption through adjuster training and on-site enablement, delivering actionable customer and standard reporting, building sales decks and business reviews, and partnering with Marketing to develop carrier enablement materials. The CSM will collaborate closely with Account Managers, Account Executives, and internal teams to ensure customers achieve their business objectives through effective training, reporting, and ongoing support. This is a high-impact role that combines technical expertise, analytical skills, and customer advocacy.
KEY RESPONSIBILITIES
- Serve as primary point of contact for adjuster-level escalations reported by Account Managers, partnering with Operations, Customer Experience, Finance, and Product teams to troubleshoot and resolve issues while keeping carrier contacts informed throughout resolution process
- Build and prepare sales decks and executive-level Quarterly and Business Review presentations with data-driven insights, benchmarking analysis, and strategic recommendations for Account Executive and Account Manager delivery
- Prepare standard carrier performance reports on monthly/quarterly cadence for Account Managers, including utilization metrics, cost savings analysis, and operational KPIs
- Build and deliver customized reporting packages for assigned Top Tier carriers, working directly with carrier contacts to understand specific data requirements and visualization preferences
- Serve as dedicated strategic resource for assigned Top Tier carriers, providing white-glove support and acting as subject matter expert on product enablement, capabilities and reporting
- Conduct virtual and on-site customer leadership and adjuster training sessions for new product rollouts and ongoing enablement of already implemented itel solutions, including hands-on instruction for all submission methods (app, web, email) and best practices to ensure end-users confidently submit requests and utilize platform functionality
- Develop and deliver enablement materials including instructional guides, quick-start guides, best practice reference material to support driving adjuster-level product utilization
- Collaborate with Marketing team to create carrier-facing enablement materials including one-pagers, case studies, training webinars, and product adoption campaign
- Partner with Account Managers and Product Development team to provide user experience feedback and communicate product enhancement recommendations from carrier end-users
- Track and report on training completion rates and product adoption trends to identify improvement opportunities and inform Customer Success strategy
ROLE QUALIFICATIONS
EDUCATION & EXPERIENCE
REQUIRED
- At least four (4) years of experience in a Customer Success/Service organization
- Ability to establish relationships and interact with executives and senior management in customer accounts
- Demonstrates a desire to work and excel in fast-paced environment
- Ability to manage multiple priorities while maintaining strict attention to details
- Ability to effectively prioritize, escalate and oversee customer issues to resolution
- Track touchpoints including phone calls, emails, meetings, or others utilized for engaging customers
- Ability to travel nationally, with periodic travel on short notice
- High level of proficiency in Microsoft Excel, Word, and PowerPoint
- Excellent presentation preparation and delivery skills
PREFERRED
- Bachelor’s degree
- Insurance industry experience
- Strong written and verbal communication and interpersonal skills
- Confident, high energy, self-motivated and a true team player
KEY COMPETENCIES
- Results-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
- Adaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
- Interpersonal Communication: ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
- Team Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
- Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
- Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions
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