Customer Success Manager

Company Description

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

Job Description

The Customer Success Manager role is designed to provide dedicated support to a select group of valued customer accounts.

The role's primary goal is to provide high-level customer support to top customers across the Verisk enterprise through increased visibility, accountability, problem solving and account awareness post-sale and implementation.

• Being the direct point-of-contact for on-going, post-sale and post-implementation support
• Vendor management collaboration and relationship development with assigned accounts
• Involvement and assistance with secondary implementations
• Transfers to and from ISO's customer service call center
• Accountability for issues receipt, documentation, ownership, and resolution
• Issues research and solutions development
• Identifying customer needs and engage in customer trials / POC / data analysis.
• Tracking and reporting of all reported issues and inquiries from assigned account list using tools such as Salesforce.com
• Proactive customer interaction / outreach, monthly / quarterly to capture and effectively

represent the voice of the customer (VOC)

• Identification and elevation of product and process improvements
• Document and maintain a list of common issues, resolutions, & workflows, including FAQs
• Maintenance and use of product SME reference lists
• Customer Success Management Team product support and cross-training
• Statistical (KPI) tracking of issues and resolutions (# of, and methods of inquiry, issue types, resolutions timeliness, transfers, etc.)
• Analysis and reporting relative to customer or product specific SLA's. (Identify and ensure that SLA's requirements and report distributions are met)
• Contract renewal visibility, tracking, handling and interaction with sales, management and

legal as needed.

• Proactive issues, outages and enhancements communication with key clients
• Collaboration and coordination of special / client specific projects
• Assistance with product / service / customer expertise
• Special projects assistance
• Billing oversight and visibility
• Product change notifications with key accounts
• On-going training and support across underwriting products.

Qualifications

• 4+ years in a service role that focuses on the targeted product domain
• Product specialist or training competency within the targeted product domain
• Met or exceeded customer satisfaction scores while working in a service or training role
• BA / BS in business or related technical field and / or equivalent experience preferred
• 2+ years maintaining customer relationships in a service or training role
• 3+ years assisting with and / or managing projects, a portfolio of accounts and / or equivalent work-related experience
• Maintain and build relationships with customers as well within your internal and external departments
• Strong organizational, planning and coordination skills
• Ability to manage priorities, work independently, meet tight deadlines and achieve targets
• Ability to train, manage and motivate personnel who are not your direct reports
• Strong communication and interpersonal skills and ability to deliver presentations to high level executives
• Strong ability to execute a plan and accomplish goals
• Exceptional problem solving, analysis and negotiating skills
• Proficient with MS Office, Visio, Excel, MS PowerPoint & internet technologies
• Knowledge of the industry that the targeted product set serves

Additional Information

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale.

We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland.

We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work Certification, we've been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World's Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We're 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas.

Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions - provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions - supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions - offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions - provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions - provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions - delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions - offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft - provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and / or expression, sexual orientation, veteran's status, age or disability.

Verisk's minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property.

Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.