JOB SUMMARY

The Customer Success Managers (CSM) contribute to the companys mission of delighting our customers while ensuring they see value and ROI from their use of our solutions. CSMs are trusted strategic advisors to a portfolio of customers and serve as their primary day-to-day point of contact. As that point of contact, CSMs play the lead role in driving solution utilization, building trusted advisory relationships with key contacts, and increasing overall customer satisfaction and retention. In addition, CSMs work closely with other internal itel teams to support account planning, escalation of issues, and to communication opportunities for upsells and cross-sells. The CSM will work with the itel Sales Team, which is responsible for the overall customer relationship, to meet the customers ongoing needs, grow customer relationships, and grow customer revenue.

KEY RESPONSIBILITIES

• Primary ownership and accountability for understanding customer goals and helping them achieve them through the use and expansion of itel solutions.
• Develop an in-depth knowledge of all itel solutions and benefits to help provide guidance and support to all assigned customers.
• Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including Sales, Marketing, Operations, Finance, and Customer Experience.
• Uncover and mitigate any risk that threatens each customers growth, satisfaction, or renewal: conceive and execute risk mitigation plans.
• Keep management informed of progress and obstacles related to customer accounts, seeking feedback as necessary and responding appropriately to improve and optimize customer success.
• Create and present executive level presentations such as Quarterly and Annual Business Reviews.
• Manage the rollout of new itel programs including setting and communicating customer itel requirements, training new users, and coordinating supply distribution.
• Review all major deliverables (i.e., new lab report changes, customer complaint responses from itel customer service, etc.) to ensure quality standards and customer expectations are met.
• Create, compile, and distribute scheduled and ad hoc usage reporting for internal teams and customers
• Assist with developing marketing and training materials to support programs and itel services.
• Work with Product Development to test and refine new services and product features.

ROLE QUALIFICATIONS

EDUCATION & EXPERIENCE

REQUIRED

• At least four (4) years of experience in a Customer Success/Service organization.
• Ability to establish relationships and interact with executives and senior management in customer accounts.
• Demonstrates a desire to work and excel in fast-paced environment.
• Ability to manage multiple priorities while maintaining strict attention to details.
• Ability to effectively prioritize, escalate and oversee customer issues to resolution.
• Track touchpoints including phone calls, emails, meetings, or others utilized for engaging customers.
• Ability to travel nationally, with periodic travel on short notice
• High level of proficiency in Microsoft Excel, Word, and PowerPoint
• Excellent presentation preparation and delivery skills.

PREFERRED

• Bachelors degree.
• Insurance industry experience.
• Strong written and verbal communication and interpersonal skills.
• Confident, high energy, self-motivated and a true team player.

KEY COMPETENCIES

• Ability to effectively balance multiple tasks
• Ability to interact with a diverse range of individuals
• Effective problem solving and decision making

WORKING CONDITIONS/EQUIPMENT USE

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
• Valid driver license with proof of insurance
• Must be able to lift up to fifteen (15) pounds
• Frequent use of office machines to include telephone, computer, and printer