YOUR ROLE
Customer Success teams are absolutely key to Shift’s future success as they engage our customers to drive adoption and demonstrate ongoing value. This critical function is responsible for onboarding new customers by engaging executives (Claims Director, Head of Fraud, CIO, etc.) in the launch of the solution, driving ongoing adoption, establishing success criteria, and managing renewals. You will work with the rest of the Shift organization to uncover new ways to integrate Shift into the client and to help improve our products.
As a Customer Success Manager, you will be responsible for working closely with various internal and external teams, with a focus on helping our clients Claims departments and/or Anti-Fraud teams with advice and guidance, ensuring our solutions are successfully implemented, and steadily bringing value to their business.
YOUR RESPONSIBILITIES
- Drive retention and growth of clients by understanding their business needs and helping them succeed
- Enable successful roll-out of Shift technology to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Identify opportunities for customers to act as Shift advocates (e.g. testimonials, case studies)
- Collaborate closely with Sales, Data Science, PM, Partners to support pilot customers, renewals, and expansion opportunities
- Marshall resources across the Shift organization as needed to support customers’ needs
- Identify opportunities within your client’s Fraud Detection and Claims management strategy that can be improved via incremental usage of Shift’s products and services;
- Represent the voice of the customer to inform our sales process and product roadmap
- Maintain a cadence of communicating with Insurance Claims, Fraud, or Underwriting leaders about their adoption trends, sentiment, and mining opportunities for deeper engagement
YOU’VE GOT WHAT IT TAKES, IF YOU
- Have at least 3 years of successful experience managing key accounts in a SaaS company. Knowledge of the insurance industry is strongly preferred.
- Have experience in full-cycle software implementation projects, ideally in SaaS
- Can manage multiple accounts simultaneously;
- Have partnering with a Delivery organization, leading client meetings in tandem with the Delivery organization, and partnering with Data Science and Delivery to deliver results to your client(s)
- Have excellent communication skills, including oral written, and non-verbal; you know how to make complex things feel simple; can tailor communication to the customer’s needs with confidence, and can effectively deliver memorable presentations leveraging storytelling skills;
- Have experience leading client meetings, demoing solutions, working with external partner organizations, lending thought leadership for improvement of the existing solutions, as well as new solution ideation, and discussing current trends in P&C insurance
- Have ability to use and analyze data proficiently in a variety of formats
- Are able to travel as needed (~30%, but can and will vary based on the needs of the organization)
