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Enterprise Customer Success Professional
2 weeks ago
Job Description
">About the Role:
">As a customer success professional, you will play a key role in driving customer goals and revenue expansion through effective account management.
">This role is focused on high-impact activities in all aspects of business development and retention.
">Responsibilities:
">- ">
- Develop a deep understanding of customer needs and preferences to suggest relevant product features and interventions.">
- Build strong relationships with key stakeholders to ensure client engagement throughout the year.">
- Be a strategic partner and advisor to clients, identifying new opportunities for mutual benefit.">
- Drive renewal rates, adoption, and consumption, while improving customer satisfaction and generating new business.">
- Learn about health insurance and benefits to articulate value to existing and new customers.">
- Educate clients on health benefits management and onboard them to our dashboards and roster management tools.">
- Help execute and iterate the onboarding experience to maximise client enrolment in our app and understanding of our benefits.">
- Provide feedback to our Product team to develop/identify new features.">
- Serve as the internal voice of the customer, advocating for their needs within our organisation.">
- Manage ongoing roster management, including addition/deletion of employees and sharing active employee lists and premium consumed statements.">
- Define and measure leading indicators and calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities.">
- Identify opportunities for customer references, testimonials and case studies.">
- May be required to travel on-demand to client sites for short visits.">
Requirements
">We are looking for a candidate with:
">- ">
- Minimum 5 years of experience in customer success serving enterprise customers with more than 1000 employees.">
- Experience working in an Insurance Broking Industry or B2B SaaS preferred.">
- Prior sales experience or ability to sell comfortably.">
- Process-oriented and analytical mindset.">
- Previous experience using CRM tools, ticketing software, and other tech enablement preferred.">
- Advanced knowledge of Microsoft Excel and Word.">
- Passion for solving client challenges and commitment to client delight.">
- Proven ability to coach, mentor, and develop individual contributors.">
- Naturally curious, with excellent critical-thinking skills.">
Benefits
">Our ideal candidate will have the opportunity to grow their career, develop new skills, and contribute to our success.
">What We Are Looking For
">We want someone who is passionate about delivering exceptional customer experiences, has a strong work ethic, and is committed to making a positive impact.
">Key Skills
">Our ideal candidate will possess:
">- ">
- Critical thinking and problem-solving skills.">
- Excellent communication and interpersonal skills.">
- Ability to work independently and as part of a team.">
- Strong organisational and time-management skills.">
- Adaptability and willingness to learn and evolve.">
Job Requirements
">Our ideal candidate will meet the following requirements:
">- ">
- Valid driver's license (if applicable).">
- Reliable transportation.">
- Ability to work flexible hours, including evenings and weekends (if required).">
- Proficiency in Microsoft Office Suite.">
