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
- 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
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