Customer Success Manager - Insurance Vertical

Position Overview:

We are seeking an experienced Customer Success Manager (CSM) to join our Insurance Vertical to build a strong relationship with a select group of clients (carriers). You will be the advocate for your clients. Your success is your client’s success. As their CSM you will be responsible for managing the day-to-day and ensuring your clients are realizing the highest value from our platform.  Your goal is to create relationships that result in your ability to implement programs that drive retention, increase payment adoption, grow revenue, and expand the client’s awareness and utilization of Invoice Cloud’s full suite of services. Your insurance experience is a huge part of being able to relate to your portfolio.

Areas of Responsibility:

As an Invoice Cloud Customer Success Manager, you will be focused on three key areas, retention, growth and advocacy. Driving deep engagement to build lasting relationships with your clients is the key to achieving success across these three focus areas.  A qualified CSM will excel in:

• Building “trusted” relationships with your clients and delight them at every turn
• Understand the key client health indicators and take necessary steps to minimize any potential churn
• Fully understand their clients (and contacts) and identify what is needed to retain and grow them
• Develop a deep understand the Invoice Cloud solutions to have discussions with their clients regarding current products and services
• Strong understanding of the insurance space and ability share best practices with clients
• Work with clients to implement programs that drive higher payment adoption
• Be well versed on all Invoice Cloud products to up-sell services and generate customer success qualified leads that result in new revenue
• Have a high-level understanding of how the technology for assigned clients works. This allows you to understand issues, describe them and formulate a potential resolution with the supporting Invoice Cloud departments
• Develop trusted relationships with your portfolio that leads to customer references
• Knowledge of core insurance software systems is a huge plus

How you’ll be measured

• Retention rate – By client count and revenue
• Revenue growth: IC will use the current year’s growth plan to compare forecast versus actual and measure CSM impact.
• Adoption growth: CSMs will use IC reports to determine changes in adoption for items like Autopay, paperless, etc., 
• Add-on Services: To promote new products and generate customer success qualified leads that are passed to sales.
• References: Increasing the number of clients that agree to serve as a reference or participate in a case study.
• NPS Scores and Customer Success Manager satisfaction scores

Travel

• Periodic travel to key accounts for meetings or attending conferences as required.

Key Skills

• Strong relationship management experience with proven track record of driving retention and growth, while delighting the client both in person and over phone/Teams
• Experience with electronic billing products and services, such as payment processing, merchant services or electronic payments a huge plus.
• Customer driven, results oriented, efficient, and willing to go the extra mile.
• Outstanding verbal, written, presentation and interpersonal skills are required
• Self-starter with a demonstrated ability to achieve results
• Excellent time management, organizational and planning skills
• Experience using standard MS Office tools and Salesforce