Customer Success Manager (TPA - SaaS)

POSITION : Technical Customer Success Manager Enterprise / SaaS

Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.

LOCATION : Remote California

WHY JOIN US?

Riskonnect, Inc. is the leading integrated risk management software solution provider. 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, working with passion, and purpose.

We act with mutual respect, communicate fearlessly, and collaborate to leverage our collective talents.

THE TEAM

Teamwork is the heart of Riskonnect. We thrive on collaboration, believing it's the key to our growth and innovation in risk management.

We encourage feedback, offer advancement opportunities, and support continuous learning. Join us to experience a culture that values teamwork and embraces a collaborative mindset.

THE OPPORTUNITY

In this role, you will serve as the dedicated Customer Success Manager for one of our key clients. You will maintain a book of business to meet defined goals and guarantee client satisfaction and realization of the Riskonnect value proposition.

Responsibilities include overall account management for the client accounts, scheduling and leading periodic meetings, customer service and problem resolution, coordination of software upgrades / releases, and periodic evaluation and suggestions on software utilization.

Responsibilities :

• Ensures good customer health of client book
• Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
• Facilitate business requirement meetings for new or enhanced functionality
• Act as a liaison between Riskonnect, client, and 3rd parties
• Act as point person for any issues that need to be escalated
• Mobilize the right people to get involved from within the client, Riskonnect and any other outside organizations
• Provide management status reports on projects and support issues
• Facilitate and coordinate any data project
• Develop and maintain operational procedures
• Act as project manager for any large project
• Manage and oversee any Riskonnect dedicated resources for the client
• Work with the client to develop technical and business specification for enhancements
• Work with users on the deployment of the enhancement
• Understand business need of enhancement requests submitted by the client
• Clarify enhancement request to ensure both parties have same understanding
• Obtain additional information to complete either the analysis or the actual work
• Evaluate the business need and determine if it is appropriate
• Provide a weekly report of the open Enhancement Requests
• Collaborate closely with developers to implement the requirements
• Prepare Amendment Documentation that includes initial specification details
• Develop and execute test plans / use case scenarios
• Support system conversions, upgrades, enhancements
• Prepare and coordinate training materials
• Prepare and manage User Acceptance Certificates, approvals, and invoicing
• Cross-train application support analyst on enhancement specification and testing

WHAT MAKES YOU A FIT?

If you're an innovator and a pioneer who's passionate about not just your own success but also contributing to the success of both our internal and external customers, you're exactly the kind of candidate we're looking for.

You thrive in a fast-paced environment where your success is intertwined with the satisfaction and achievement of both customers and teammates.

ESSENTIAL SKILLS AND REQUIREMENTS

• A bachelor's degree is preferred
• 8+ years of Experience in Customer Facing role in the Enterprise Software Industry (SaaS)
• Proven experience in performing database analysis using SQL
• Ability to configure Claims Enterprise using standard expressions as well as advanced expressions requiring JavaScript / jQuery technical experience
• Industry Knowledge in California Workman’s Compensation, Bill Review Processing, Liability, Protected Leave Management, Disability Compliance, Interfaces, etc.
• Local government enterprise claims experience
• Familiar with MS Office and / or Google Suite
• Ability to track and organize action items across 20-30 enterprise software clients
• Ability to prioritize workload and execute in a fast-paced environment
• Ability to build customer relationships using remote communication tools
• Ability to develop senior-level relationships
• Make timely decisions and have sound judgment

WHY BE A PART OF OUR TEAM?

Delivering innovative solutions backed by world-class customer service starts with having the best talent. Our 1000+ professionals are valued for the kind of inspired thinking and collaborative spirit that keeps us at the forefront of our industry.

For the past three years, Riskonnect has been recognized as a Best and Brightest Company to Work For (Nationwide).

If you read this and thought I can do this! then please submit your qualifications and apply directly at Riskonnect.com / company / careers /

To learn more about Life at Riskonnect, visit us at Riskonnect Life.

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.

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