Customer Advocacy Manager FirstBest Systems, Inc.
THIS JOB HAS EXPIRED The Customer Advocacy Manager is responsible for driving high levels of customer satisfaction along with profitable revenue growth and relationship development efforts for our clients. The Manager will initiate and develop the ongoing strategic relationship for existing customers in defined accounts, functioning as the primary point of contact to build and nurture a productive relationship.
The Manager is responsible for connecting with both customers and internal teams that are front-line with the customer. Having a strong executive presence is a must as this role will be working closely at all levels of an organization.
The ideal candidate will be passionate about customer success and thrive in fast paced, pressure situations working to resolve customer issues and remove customer-impacting obstacles. This role will require excellent communication skills while engaging with a wide variety of audiences at both technical and business levels. This position reports to the Vice President, Business Development and Customer Advocacy.
Development and execution of a comprehensive customer advocacy plan for each assigned client, aimed at increasing customer satisfaction and additional sales for assigned accounts
Exceeding or meeting assigned goals associated with customer satisfaction and revenue growth while demonstrating a solid customer focus
Provide superior quality communications with both customers and FirstBest departments, maintaining active and open communication to ensure effective coordination of business activities
Continuously monitor existing customer accounts and provide daily interaction with customers in a professional and timely manner
Anticipate and resolve customer issues in a positive and timely manner
Develop and maintain newly established customers with the appropriate leadership and communications to ensure an excellent long term relationship
Develop and be able to communicate a broad knowledge base on both the company?s products, services and transaction sets, as well as a general understanding of our customers and their operational, service and product needs and scope
Analyze available reporting data and gather relevant information to recommend additional opportunities for customer sales trends and growth
Skills & Requirements:
BA / BS degree, MBA preferred
Strong customer advocacy focus and project management experience
Strong business acumen coupled with outstanding execution skills to drive projects to timely completion
Effective oral, written and interpersonal communication skills, with strong presentation skills
Ability to fluidly operate within structured and unstructured environment
Ability to effectively shift between working tactical details and strategic initiatives
Must be a self-starter, motivated individual who works well under pressure
Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines
Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment
Effective communication skills with all levels of management, including the ability to influence at the executive level
Proven track record of delivering results above expectations
Good understanding of end-to-end customer interactions from Implementation to Services and Support
General understanding of the commercial underwriting process from submission to issuance including clearance, risk evaluation, pricing, quoting, binding, and issuance.
General understanding of policy administration, rating engines, underwriting workflow, and content management
Ability to travel 30% of the time
||213 Burlington Road |
Bedford, MA 01730
|Employment Type:||Full Time|
THIS JOB HAS EXPIRED
FirstBest Systems, Inc. was founded in 2006 to transform the commercial lines insurance process by helping insurers solve some of today's critical underwriting and distribution channel challenges. Investors: Flybridge Capital Partners All Jobs: at FirstBest Systems, Inc.
|Headquarters:||213 Burlington Road|
Bedford, MA 01730
|Company Profile:||The FirstBest Front Office Suite brings together agents and underwriters in a collaborative underwriting process that helps them to rapidly and efficiently submit, evaluate, quote and close business. The Suite enables the carrier and channel to grow their books of business and cast a wider net to bring in new business:
Carriers - Commercial- and specialty- lines insurers can provide better service that makes them the carrier of choice while increasing efficiency; lower the loss ratio by leveraging complete underwriting information, knowledge and rules; and scale the business with greater agility.
The distribution channel - Agents, brokers, MGAs and MGUs gain greater productivity, increased responsiveness, and a higher win rate through the Suite's upload, STP, collaboration, and transparency features.
A Suite of Collaborative Underwriting Applications
Built on a modern architecture with common Web services, security, workflows, and integration toolkit, the modular applications of the FirstBest Front Office Suite work together seamlessly, enabling rapid deployment in different configurations. Carriers can pick and choose any or all of the Suite's applications with the peace of mind that they work together today and in the future, as additional capabilities are required.
The Suite includes three collaborative underwriting applications:
FirstBest Underwriting Management System (UMS) - FirstBest's flagship solution combines a next-generation underwriting workstation and a business analyst workstation with a Web 2.0 agent portal for comprehensive underwriting workflow and real-time carrier-agency collaboration.
FirstBest Agent - A complete transactional agent portal that facilitates new business and renewals, and provides rich functionality for increased carrier-agency communication, including dynamic supplemental data, shared documents, notes, and email notifications.
FirstBest AppReader - An agency connectivity application for agent and underwriter form/image conversion to ACORD XML and instant upload to carrier systems, regardless of agency management system, and without proprietary networks or transaction fees.
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