Hypercare Success Manager

Job Description
Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for a Hypercare Success Manager who will create and manage strong relationships with assigned customer accounts, protecting & supporting vulnerable, post-activation customers during their 1 st year live on Epic. You will accomplish this via engaging in regular, proactive outreach to customers, as well as reactive outreach based on issues identified via product usage metrics, escalated interactions from our Customer Support team, or needs expressed directly to you by the customer. The end goal is highly satisfied customers with positive adoption of and satisfaction with their products, leading to reduced churn and increased recurring revenue for Applied.
What You'll Do

• Provide first-class customer interactions, resulting in customer satisfaction and optimal product adoption
• Collaborate with internal Applied teams - including product experts, project activation teams, customer support technicians, and other key players - to organize triage and resolution of customer issues
• Conduct proactive calls on a regular cadence to provide customers with timely information and tips for success
• Monitor product usage, case submissions, and customer survey responses and address appropriately
• Empower customers to self-serve where applicable
• Gauge the customers' level of engagement with Applied and our products, providing feedback to the other internal teams regarding product and service improvements
• Continuously drive communication and customer advocacy with other Applied departments to provide insights and ensure a consistent customer experience
• Occasionally travel for customer events or team offsite meetings

What You'll Need to Succeed
We're looking for someone who:

• Can work remotely or from an Applied Systems office
• Less than 10% travel

Your experience should include some or all the following:

• 2+ years of experience in customer success-focused roles, preferably in technology, insurance, or business consulting environment; prior experience in hypercare helpful but not required
• Successful track record of working and thriving in a dynamic, fast-paced and changing environment that is results oriented and collaborative
• Exposure to independent insurance agencies highly desired
• Bachelor's degree or equivalent work experience in the areas of Information Science, Computer Science, or related disciplines
• We proudly support and encourage people with military experience, as well as military spouses, to apply

Additionally, you may have:

• Strong verbal and written communication skills to convey information to customers clearly, accurately, and concisely
• Excellent ability to drive client meetings/discussions in a manner that demonstrates high empathy for customer needs and frustrations
• Ability to organize and prioritize tasks with a high attention to detail
• Self-motivated; takes initiative & self-serves when possible
• Solid skills in Microsoft Office (Outlook, Word, Excel, PowerPoint, SharePoint)
• Experience working in Salesforce or other CRM
• Experience with Slack and Confluence highly desired

What You'll Gain
Benefits from Day One

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) and/or RRSP retirement savings plans with employer match

Work-Life Balance

• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Paid parental leave (U.S. candidates)
• Volunteer time off

Empowering Career Growth and Success - We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.
What We Value
We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance - safeguarding and protecting what matters most in people's lives. And there is no more important job than that.
Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.
Who We Are
For more than 35 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.
We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.
It's an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what's possible.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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