Our client is a claims management system that helps insurance carriers, third party administrators and independent adjusting firms process claims virtually. They are seeking a driven Customer Relationship Manager who will assist in proactively managing their users in real time. This is an opportunity to empower customers with the knowledge of how best to leverage the product to assist in building and growing their business.
You will act as a trusted advisor to their clients to build and strengthen partnerships, drive adoption of the product, and ensure the realization of solution value. Our ideal candidate will be a self-starter who understands SaaS sales and feels comfortable wearing many hats in a fast-paced environment. You will be responsible for taking proactive measures to improve customer experience by skillfully guiding new customers through onboarding, resolving product-related issues, suggesting complementary products or services, and managing upsells and renewals. Additionally, you will work with internal departments as well as outside contractors to ensure solutions are effectively deployed, problems are addressed, and customers are satisfied.
Our client is a well-established business that has created solutions in the claims management space for over a decade. This is an exciting and unique opportunity to bring a brand-new application into the marketplace!
Job Duties and Responsibilities
Customer Relationships and Support
- Function as the primary post-sales point of contact for all product and onboarding support questions on a day-to-day basis and help establish, implement, and run processes and projects that help deliver successful adoption and usage of our tool.
- Ensure constant communication with customers and emerge as the customer’s trusted account advisor and partner.
- Identify how best to solve a customer root cause issue (versus the question they asked) and set them up well for the next three questions they didn’t know to ask.
- Gently and clearly direct and teach a customer how to resolve issues resulting from their misuse or misunderstanding of our solutions.
- Provide technical guidance and best practices related to features.
- Track and log all communications with customer until the successful conclusion of their issues.
Sales Support
- Identify and qualify sales leads and ensure that they are successfully closed within established time objectives.
- Assist in shortening sales cycles, shaping lead generation strategies, and providing effective guidance to the rest of the team.
Product Management
- Possess an in-depth understanding of the product as well as customer requirements to become the advocate for the customer as well as end-users.
- Communicate requirements to all internal team members as well as all outside vendors.
- Serve as a liaison between the internal team, external teams, and end users.
- Collect information from customers regarding the conditions under which they experience technical issues.
- Work with the product engineering team to resolve technically difficult issues or create a work-around until the issues can be resolved.
Job Requirements and Qualification
- 3-7 years of demonstrated experience handling enterprise customers of all sizes in Customer Relationship Management, Customer Success Management, Technical Support and/or Professional Services functions in a Software/SaaS company.
- Strong desire to tackle technical problems and proven ability do so with little oversight.
- An urgency to retain customers, as well as growing them via qualified leads, expansions, and cross-selling.
- Attention to detail and delivering results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention.
- Excellent communication skills and an ability to concisely explain complex technical issues and solutions.
- A track record of taking action to make things happen and drive results.
Nice-to-haves:
- Ability to document functional and technical requirements and explain them thoroughly to an audience having a broad range of technical experience.