Customer Success Manager - SaaS at Riskonnect

Job description

WHO WE ARE? 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. WHY JOIN US? We explore ways to deliver new value, foster creativity, and reach beyond boundaries. We use drive and commitment to energize, engage, and inspire others. We do what is important and strive for continuous improvement, work with passion, and purpose. We act with mutual respect, communicate fearlessly and collaborate to leverage our collective talents. At Riskonnect, we share this set of expectations and values. They guide us every day in every way. These values are more than words – they unite our organization and bring meaning and purpose to what we do. #pioneer #spark #focus #community The Opportunity Riskonnect is seeking a Customer Success Manager to maintain a book of business 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 a 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. 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 REQUIRED QUALIFICATIONS • 5+ years of Experience in a customer-facing role in the Enterprise Software Industry • Familiar with MS Office and/or Google Suite • Salesforce and Gainsight experience • Ability to track and organize action items across 50+ 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 ESSENTIAL SKILLS & ABILITIES • Education: Bachelor’s Degree Preferred • 5+ years or Knowledge of the Insurance Industry/SaaS experience • 2–4 years of customer-facing experience in SaaS, sales support, or operations. • Foundational sales and negotiation skills. • Proficiency with Salesforce CRM and Excel/Google Sheets. • Excellent communication and organizational skills. • Ability to handle multiple renewals simultaneously. • Strong attention to detail and process orientation. • Customer-first mindset with a collaborative working style. • Eagerness to learn and grow in commercial and negotiation skills. • Experience in risk and insurance customer support preferred We’re proud of these honors, but even more proud of the people who made them possible. Ready to be part of something meaningful? Join us. Riskonnect is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law NO AGENCIES PLEASE

Requirements

Must-haves

WHY JOIN US?
#pioneer #spark #focus #community
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
5+ years of Experience in a customer-facing role in the Enterprise Software Industry
Familiar with MS Office and/or Google Suite
Salesforce and Gainsight experience

Nice-to-haves

Education: Bachelor’s Degree Preferred
Experience in risk and insurance customer support preferred

Application prep

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Platform: adp-workforce-now
Effort: medium

Benefits

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