Senior Client Success Manager

Role Description and Mission:

The Senior Client Success Manager (‘CSM’) is an exciting opportunity to join a high-growth, entrepreneurial team within our Insurance LOB.  This business unit is powered by an industry leading software platform and backed by Agero, a market leader with decades of experience serving the automotive services industry. The role will join a select team tasked with the mission to provide quality services and efficient processes to insurance clients, thereby achieving mutual goals of growth, profitability, and customer satisfaction. This individual leads all daily client facing activities for assigned vertical markets and aligned client portfolios.  In addition, the Senior CSM is responsible for management and expansion of Insurance partnerships and general account partnership activities. He/She reports to the Director of Success with routine direct engagement with team leadership. 

The Senior CSM is principally accountable for relationship sustainability, expansion, service excellence, financial and goal attainment. The ability to effectively engage and influence efforts with internal stakeholder groups (e.g. Business Development, Operations, Product, Marketing, IT, Sales Engineering, and Billing) is essential for delivering successful outcomes. 

Key Outcomes:

• Establish and manage both executive and working-level (Up and Across) relationships with current and potential clients
• Responsibility for the financial performance, health and oversight of the assigned client base, including the ability to understand key financial drivers and influences
• Evaluate strategies and opportunities through market sizing, revenue and profit potential, competitive set, strategic nature, product requirements, permission to sell and overall GTM strategy
• Be the internal client advocate at Agero to ensure client needs are understood and met by key stakeholders and senior leadership
• Deliver and inform internal and external stakeholders when it comes to key performance indicators, including identifying key insights and trends, while ensuring service agreement commitments.  Assemble the right cross-functional teams, when required, to address any needs or resolve issues the clients may have
• Prepare and deliver business reviews to internal senior leadership updating on progress and roadblocks
• Proactively guide and educate clients towards best practices to improve their utilization of Agero services and outcomes
• Develop and prepare client meeting agendas, content, lead presentations, quarterly and annual reviews and direct participation of others on the team
• Demonstrate critical thinking skills in managing complex customer issues from inception to resolution
• Lead select strategic projects and service agreement negotiations collaborating with internal stakeholders in Marketing, Legal, Product and Service Delivery

Qualifications:

• 5+ years of previous experience in a hands-on role (pre-sales, professional services, business development, enterprise account management) working with Enterprise Customers (Fortune 100)
• Advanced knowledge of the auto physical damage (APD) claim process, systems/technology, and key stakeholders 
• Proven track record of moving partners through funnel delivering results with significant contributions to profitability
• Have advanced experience with CRM software (e.g. Salesforce CRM or HubSpot), Productivity and Business applications (particularly Google suite of services), and Business Intelligence tools (Sigma)
• Teamwork mentality and willingness to learn and grow (experience in a virtual environment)
• Analytical confident with gathering, synthesizing and delivering analysis and insights around program performance
• Demonstrated ability to organize multiple account management projects at a time, while maintaining sharp attention to detail and strong partner relationships
• BA/BS Degree or equivalent experience

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario