What are the responsibilities and job description for the Customer Success Manager position at ZYWAVE INC?
Description:
As a Customer Success Manager at Zywave, you are responsible for creating and maintaining successful partnerships with a portfolio of customers and ensuring they realize maximum value from our platforms and services. In this role you will provide strategic support to help insurance firms build and grow their businesses by utilizing Zywave’s cutting edge software. You must have a strong understanding of our customer’s business objectives and the ability to identify and articulate how our solution supports achievement of the Customers’ strategic business goals. You will leverage your mastery of influence and change management work cross-functionally with our Sales, Support, Product, Marketing, and Professional Services teams to deliver value, drive adoption/engagement, and ensure a world-class customer experience.
Responsibilities:
- Serve as a strategic, trusted advisor to customers by providing enablement, recommendations, and best practices on how to address their business goals, needs and pain points
- Assess client requirements, solve problems, anticipate future needs
- Partner closely with sales to manage account strategy and relationships to ensure customer growth and retention
- Develop and implement tailored strategies to ensure our products are utilized in a way that meets your customer’s objectives and is effective within their organization
- Develop, lead and deliver effective business reviews
- Compose success plans with customers, outlining their objectives, metrics, timelines and effectively removing any barriers to achieving business value
- Work hand in hand with other departments such as sales, PS and support to ensure a smooth customer experience
- Serve as the voice of the customer and provide internal feedback
- Monitor client’s usage throughout their lifecycle to not only identify and prioritize at-risk accounts but also ways to mitigate churn
- Be responsible for the performance (retention, NPS) of your allocated customer book, through limiting customer risks/churn and proactively engaging to identify products/services
- Identify opportunities for upsell and cross sell and work with the partner sales teams to close new business
Experience:
- 2 years of strong performance in customer success management, account management or other customer-facing roles in B2B SaaS environment
- Proven experience effectively managing a book of customers
- Working knowledge of the commercial and group health insurance industry is a BIG bonus
- Strong entrepreneurial mindset; you’re hands-on and autonomous. You find creative solutions to problems in a fast-moving, hyper growth environment
- Team player: you enjoy working with workers. You have a proactive attitude and you like to make things move forward
- Strong communication skills (written & verbal) both with customers and within an organization
- Excellent project management skills and experience leveraging internal resources to execute against deadlines
Find yourself checking a lot of these boxes but doubting whether you should apply? At Zywave, we support a growth mindset for our team members through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.
Company Background
Why pick Zywave? Zywave is a cutting edge, web-based SaaS company that has revolutionized the insurance industry by helping independent agencies leverage technology solutions to grow their business in employee benefits and property and casualty markets. Zywave has been a highly profitable and growing business for over 20 years and is consistently voted a Top Workplace, also earning an award for Milwaukee’s Coolest Office.
