Customer Success Manager
Shift Technology- 5000 - 6000 USD per Month
- Full Time
- Posted : a month ago
Did you know that about 10% of all insurance payouts are flowing directly into the pockets of fraudsters? The future of insurance starts with Decisions Made Better.
Shift Technology harnesses the power of AI to enable the world’s leading insurance organizations to make better decisions. Our products automate and optimize decisions from underwriting to claims, resulting in increased operational efficiency, reduced costs, and superior customer experiences for millions of people around the globe.
Our culture is built on innovation, trust, and a drive to transform the insurance industry by imagining and innovating solutions that impact insurers and their customers - like you! We come from more than 50 different countries and cultures and together we are creating the future of insurance.
YOUR ROLE
Customer Success teams are absolutely key to Shift’s future success as they engage our customers to drive adoption and demonstrate ongoing value. This critical function is responsible for onboarding new customers by engaging executives (Claims Director, Head of Fraud, CIO, etc.) in the launch of the solution, driving ongoing adoption, establishing success criteria, and managing renewals. You will work with the rest of the Shift organization to uncover new ways to integrate Shift into the client and to help improve our products.
As a Customer Success Manager, you will be responsible for working closely with various internal and external teams, with a focus on helping our clients Claims departments and/or Anti-Fraud teams with advice and guidance, ensuring our solutions are successfully implemented, and steadily bringing value to their business.
You’ve Got What It Takes, If You
- Have at least 5 years in the InsurTech or insurance industry working with SaaS/ AI/ or fraud technology-based products.
- Strong Change Management skills and able to oversee multiple accounts simultaneously. Global client engagement experience in LATAM and Canada is a big plus.
- Experience with System Implementations/ Data Analytics/ Data transformation
- Have partnered with a Delivery organization, lead client meetings in tandem with the Delivery organization, and partnered with Data Science and Delivery to deliver results to your client(s)
- Have excellent communication skills, including oral written, and non-verbal; you know how to make complex things feel simple; can tailor communication to the customer’s needs with confidence, and can effectively deliver memorable presentations leveraging storytelling skills;
- Have experience leading client meetings, demoing solutions, working with external partner organizations, lending thought leadership for improvement of the existing solutions, as well as new solution ideation, and discussing current trends in P&C insurance
- Able to travel as needed (:30%, but can and will vary based on the needs of the organization)
- Drive retention and growth of clients by understanding their business needs and helping them succeed
- Enable successful roll-out of Shift technology to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Identify opportunities for customers to act as Shift advocates (e.g. testimonials, case studies)
- Analyze data on ongoing basis to identify trends, prepare for performance reviews, and deliver ad hoc reports to client
- Collaborate closely with Sales, Data Science, PM, Partners to support pilot customers, renewals, and expansion opportunities
- Marshall resources across the Shift organization as needed to support customers’ needs
- Identify opportunities within your client’s Fraud Detection and Claims management strategy that can be improved via incremental usage of Shift’s products and services;
- Represent the voice of the customer to inform our sales process and product roadmap
- Maintain a cadence of communicating with Insurance Claims, Fraud, or Underwriting leaders about their adoption trends, sentiment, and mining opportunities for deeper engagement
In addition to base salary, your total rewards package will include additional components such as incentive pay, equity, and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the specific details for this position.
US Base Salary Pay Range
$115,000—$135,000 USD
To support our permanent, full time employees at every stage of their careers and lives, we provide a competitive total rewards and benefits package. Here are the global benefits we’d like to highlight:
- Flexible remote and hybrid working options
- Competitive Salary and a variable component tied to personal and company performance
- Company equity
- Focus Fridays, a half-day each month to focus on learning and personal growth
- Generous PTO and paid holidays
- Mental health benefits
- 2 MAD Days per year (Make A Difference Days for paid volunteering)
At Shift we strive to be a diverse and inclusive workforce. We hire and trust people without regard to race, color, religion, marital status, age, national or ethnic origin, physical or mental disability, medical condition, pregnancy, genetic information, gender identity or expression, sexual orientation, or other non-merit criteria.
Shift Technology is committed to providing reasonable accommodations for qualified individuals with disabilities in our application and employment process. Should you require accommodation, please email [email protected] and we will work with you to meet your accessibility needs.
Shift Technology does not accept unsolicited CVs from recruiters or employment agencies in response to the Shift Technology Careers page or a Shift Technology social media post. Any unsolicited CVs, including those submitted directly to hiring managers, are deemed to be the property of Shift Technology
Skills
- Communication
- Customer Engagement
- Customer Success
- Data Analytics
- Presentations
