Customer Success Manager, Insurance

Azuga Company Overview

Azuga, a Bridgestone Company, is a mission-driven team committed to remaining the fastest growing enterprise fleet management mobility solution in the industry.

With vehicle GPS fleet tracking, safety camera solutions, driver safety and vehicle diagnostics for small business and enterprise fleets, our fleet management system, and therefore our teams, are helping fleet managers and drivers make smarter decisions when it comes to vehicle maintenance, cost-savings and safety.

If you want to know about the requirements for this role, read on for all the relevant information.

We are a group of builders and doers - building the foundations of a dynamic marketing team and marketing strategy to deliver amazing results for our customers and our sales partners.

We are a team with a strong commitment to customer-driven innovation, data-based decision making and a commitment to learning through experimentation.

As a part of Bridgestone, the opportunities can be endless across the broad spectrum of businesses in the Bridgestone portfolio.

If this is your type of work and the type of environment you want to work in, we encourage you to explore our job opportunities.

Job Category

Sales & Marketing

Position Summary

Azuga’s Customer Success Insurance team is looking for a well organized individual that enjoys tackling multiple tasks in a fast paced environment.

You will deliver a World Class customer experience while providing efficient and courteous proactive customer service and account management.

Assist customers with account set-up and maintenance while growing a long-term business relationship with multiple points of contact.

Become the voice of the customer and collaborate with the appropriate internal departments to best accommodate the customer’s needs.

Facilitate any and all training available to the customer. Insurance experience (claims, underwriting, servicing, brokerage / producer, etc) a plus.

This position has the option to be a remote opportunity

An ideal candidate would be within a base salary range of $55,000-$60,000.

Responsibilities

Primary Job Duties

• Proactively manage assigned accounts with retention activities, account management, and achieve retention targets
• Be an Azuga solution Subject Matter Expert, including all supporting solutions and systems
• Assess customers current level of service and help customer gain greater value from the Azuga solution
• Develop a long lasting trusted advisor relationship with assigned accounts and customer stakeholders
• Conduct regularly scheduled calls (Weekly, Monthly, Quarterly) with key stakeholders
• Conduct Quarterly Business Reviews
• Proactively monitor customer health to assess churn risk
• Escalation point of contact and quarterback escalations and priority issues
• Plan and organize time effectively to allow optimal frequency of outbound customer calls to achieve required metrics
• Update and Manage CRM / CTI tools for all assigned customers
• Problem Solving and Troubleshooting
• Collaborate with cross functional teams
• Invest time in training and personal development

Specific Job Skills

• Strong written and verbal communication skills with the ability to communicate effectively at all levels
• Must have a positive attitude with a courteous and professional demeanor
• Strong conflict resolution skills
• Must be able to work with a diverse culture
• Ability to work within a fast-paced, change-embracing corporate culture
• Must be detail oriented while maintaining thorough follow-through
• Ability to multitask, prioritize and manage time effectively to meet aggressive timelines
• Ability to use independent judgment to handle customer issues efficiently
• Customer centric orientation with experience in managing multiple stakeholders
• Ability to interpret data to find and present trends, value, and ROI
• Excellent listening and presentation skills
• High level of attention to detail

Job Scope

Recurring work situation to occur with regard to account interactions and management. Must have the ability to think on your feet and build confidence with customers.

Regular communication with executive level, enterprise customers to help build and maintain strong working relationships.

Operates independently with minimal supervision and may have to use a high degree of creativity to accommodate customer needs.

Fulfills the needs of customers by providing services through the use of phone and online meetings. Contacts sometimes contain confidential / sensitive information and discretion is a must.

Education and Experience

Minimum of 2 years prior experience in customer service and account management with knowledge of GPS preferred. Minimum of 2 years working in the insurance industry preferred (claims, underwriting, servicing, brokerage / producer, etc).

Minimum Qualifications

Bachelor’s degree; or equivalent work experience.

Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and / or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

Employment Eligibility

If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.

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