YOUR ROLE
Customer Success Managers belong to the Commercial team at Shift and are absolutely key to the company’s future success as they engage our customers to drive adoption and demonstrate ongoing value. This critical function is responsible for onboarding new insurers by engaging executives (Claims Director, Head of Fraud, CIO, Head of Compliance etc.) in the launch of Shift’s solutions, driving ongoing adoption, and managing contract renewals. You will work with the rest of the Shift organisation to uncover new ways to make Shift integrated into the client and to help improve our products.
As a Customer Success Manager, you will be responsible for the global relationship, growth, satisfaction, and retention of the regional portfolio of insurers. Working closely with various internal and external teams, you are continually focused on helping various teams with advice and guidance, ensuring our solutions are successfully implemented, and steadily bringing value to Insurers business.
We are looking for agile team-members who know how to create/manage fruitful and longstanding relationships with ease, and don’t need rigid processes or structure to perform.
YOUR RESPONSIBILITIES
- Drive retention and growth of clients by understanding their business needs and helping them attain their goals (combined ratio, NPS, etc.)
- Enable successful roll-out of Shift technology solutions to insurers, 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
- Collaborate closely with Sales, Data Science, Project Managers, Partners to support customers, drive the roadmap and run gouvernance, secure renewals and expansion opportunities
- 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
QUALIFICATIONS
- German and English fluency
- At least 5 years of successful experience working within the insurance industry within claims or underwriting
- Or 5+ years SaaS experience managing key & large accounts in the insurance industry
- Excellent communication skills; you know how to make complex things feel simple;
- Can evolve in a fast-paced and rapidly changing environment;
- Can tailor communication to the customer’s needs with confidence, and can effectively deliver memorable presentations leveraging storytelling skills;
- Can manage multiple accounts simultaneously.
