Insurance Software and BPO Customer Community Manager (Remote in the US)

Key Roles and Responsibilities

Manage the customer community experience for the Insurance Software and BPO events including advisory councils, customer meetings and regional/global events

Work with the business leaders to activate the customer community through listening posts, customer advisory councils, and customer events

Build methodologies to streamline a consistent experience across all customer events

Identify customer experience opportunities and risks/roadblocks; mitigate if necessary

Ensure quality and timeliness of deliverables, track progress and manage KPIs

Manage the data involved with customer engagement, registration, survey results, and feedback

Manage and maintain a budget and build relationships to ensure the best and most cost efficient pricing

Create systems to track the booking and forward planning of events so that deadlines and budgets are always met and work closely with other departments to ensure events deliver on business goals

Plans and designs complex business processes and system modifications. Makes recommendations to improve and support business activities.

Basic Qualifications

• Bachelor's degree or equivalent combination of education and experience

• Bachelor's degree in business administration, information systems, or related field preferred

• Nine or more years of business analysis experience

• Experience working with the interface of information technology with functional groups within an organization

• Experience working with business processes and re-engineering

• Experience working with computer programming concepts and basic language

• Extensive and proven experience producing in-person events, concept, planning, production, execution and reconciliation

• Experience in building and scaling large customer or member communities in-person and virtually

• Self-motivated, strategic creative worker with a drive for excellence, always looking beyond the available options when up against roadblocks

Other Qualifications

• Strong interpersonal skills to interact with customers and team members

• Strong communication skills

• Strong analytical and problem solving skills

• Good presentation skills to present to management and customers

• Good leadership skills to coordinate, oversee and lead team/project members

• Good personal computer and business solutions software skills

• Ability to work in a team environment

• Willingness to travel Ability to travel up to 2-4 times/month across the US; some international travel may be required

Work Environment

• Office and virtual environment