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Support Relationship Manager

Job Details

Experienced
Remote Anywhere in US - Remote, CA
Full Time
4 Year Degree
$70,000.00 - $90,000.00 Salary
Up to 15%

Description

Overview:  

The Support Relationship Manager is responsible for ensuring that One Inc clients have a seamless and positive post go-live journey. As the face of the customer experience, you will oversee and represent operational touchpoints that matter most across Support, Engineering, Product, Payment Operations, and Security/Compliance. You will engage with your assigned clients through regular Case activity and trend discussions to stay aligned with top priorities. You will both partner cross-functionally and be hands-on to make sure that Case requests are managed with excellence. In order to optimize the Customer Experience, you will consistently advocate for client needs using the voice-of-customer.

 

Key Responsibilities: 

  • Establish strong relationships with Client sponsors (Executive, Business, IT, Treasury) and operational Key Stakeholders.
  • Deeply understand the Products that assigned clients have purchased, the use cases that One Inc is solving, and their adherence to implementation ‘best practices’.
  • Leverage reporting and dashboards to understand and monitor the operational health of each assigned client and to anticipate and prevent escalations.
  • Clearly set expectations regarding Case workflows, communication, and escalation paths to help clients achieve the ideal day-to-day customer experience.
  • Review Support trends and insights with each client to help them understand that the overall customer experience is positive and to put challenging requests in perspective.
  • Regularly host a productive client-facing Case request alignment discussion to provide a ground level read out regarding the status and next steps for important requests.
  • Actively partner with Case Managers and subject matter experts to expedite quality responses/updates and resolution for high impact situations, while expanding your knowledge to be even more effective at managing client expectations.
  • Identify and communicate the top client journey gaps and opportunities so that CX Leadership can facilitate continuous improvement that will increase our net promoter score.
     

Skills & Abilities: 

  • Expert relationship management and communication, including presentations and storytelling.
  • Ability to understand business requirements and translate those to functional and technical stakeholders.
  • Working knowledge of cloud-based case management and ticketing systems (i.e. Salesforce, Jira) and Support case lifecycles.
  • Strong determination to understand client needs and to seek out a mutually beneficial answer/solution.
  • Team player; works collaboratively with all departments to achieve desired results.
  • Working knowledge of insurance industry and/or payment processing standards and trends.
  • Working knowledge of SaaS technology and/or experience representing software products and services.
  • Ability to travel up to 25% onsite to customer locations, conferences, or company events.

     

Education & Experience: 

  • Bachelor’s degree and 2-5 years relevant experience; or 5+ years relevant experience
  • Insurance and/or payments experience preferred
     

Desired Traits: 

  • Growth Mindset, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development  

Qualifications

Skills & Abilities:

  • Good computer skills
  • Excellent customer service and people skills
  • Strong organization and project management skills
  • Process-driven with attention to detail
  • Ability to manage multiple simultaneous engagements
  • Familiarity with cloud-based ticketing systems and ticket lifecycle
  • Communicate clearly and effectively both verbally and in writing
  • Ability to work remotely in an effective manner

Preferred Skills:

  • Experience with Salesforce Service Cloud
  • Prior experience managing Customer relationships
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