The Company
Riskonnect, Inc. is the leading integrated risk management software solution provider that empowers organizations to anticipate, manage and respond in real-time to strategic and operational risks across the extended enterprise. Riskonnect is the only provider ranked in the leadership and visionary quadrants by world renowned industry analysts Gartner and Forrester. We employ more than 1,100 risk professionals in the Americas, EMEA and Asia Pacific and serve over 2,400 customers across 6 continents. The combination of innovative risk technology, a customer success mindset, and employee-first belief makes Riskonnect a sought-after place to work.
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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.
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Primary 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
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Your current skillset will include:
* 5+ years of Experience in Customer Facing role in the Enterprise Software Industry
* Familiar with MS Office and/or Google Suite
* Ability 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 to articulate complex concepts and ideas to customer and executives
* Make timely decisions and have sound judgment
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Desirable:
* Education: Bachelor’s Degree Preferred
* 8+ years or Knowledge of the Insurance Industry/SaaS experience