Customer Success Manager iPipeline, Inc.
To support iPipeline carrier clients with the successful launch and adoption of iPipeline products by acting as a post-sale advisor and coach to help define customer specific success goals, share best practices and build the success roadmap for adoption. The end result is increased customer satisfaction, retention and expansion of the iPipeline footprint. In addition, to support the seamless data translations required to enable our distribution customers to integrate iGO into their various CRM and call center scripting technologies.
Develop trusted relationships with decision makers in each account, understand their success goals, and develop roadmap to ensure achievement of success goals.
Prepare, execute and report on customer success plans.
Serve as an escalation point for issues that impact the customer?s success and drive risk mitigation.
Develop a comprehensive understanding of the customers? industry business challenges and objectives to appropriately map iPipeline features and associated business benefits to address their needs.
Maintain strong working relationships with other iPipeline customer facing personnel in the Sales, Services and Product Management teams.
Work closely with customers to deliver on business goals and adoption success. Track and report on key metrics for customer success.
Conduct training sessions and provide support for customers on iPipeline software products.
Consult with customers on how best to utilize iPipeline?s suite of products to meet their needs and their work flow processes. Ensure that customers are leveraging the solutions to deliver business value across all levels of their company.
Develop credibility with customers. Utilize enrollment skills needed to persuade customers to adopt best practices and/or make changes needed for mutual success.
Understand financial projections each account requires for annual revenue plan success. Communicate internally when plan numbers are at risk.
Understand level of adoption and assess the risk in renewing existing contracts.
Introduce new features and best practices to customers. Track adoption.
Develop new materials needed to support clients such as presentations, best practices, dashboards, rollout plans, proposals, etc., as needed.
Provide assistance in problem resolution processes and provide status to all team members on the progress of customer roll-outs.
Serve as a customer advocate in driving industry best practices and the evolution of iPipeline product and platform functionality integral to the customer's success.
Appropriately engage iPipeline?s portfolio of experts as necessary.
Usability/User Advocacy - gather and share usability issues or improvements with other internal functional teams.
Demonstrate excellent presentation, communication and organizational skills, as well as the ability to follow up with clients and internal customers informed.
Project manage and execute SAML translations for key distribution customers to enable stickiness to iGO and increased transaction revenue as a result of additional eapp volume
2-5 years in account management, project management and/or product management experience, preferably in the software or financial services industry
Require a bachelor?s degree
Ability to effectively and efficiently manage multiple projects and clients
Proven ability to proactively identify issues, diplomatically resolve problems
Excellent presentation and communication skills
Demonstrated experience providing outstanding customer service
Ability to communicate effectively and interface well with both external and internal clients
Comfort with SAML implementations
Proficiency in trouble shooting data integration issues
Technical/User knowledge of our products and how to best use and deploy.
Other Skills and Abilities:
Knowledge of life insurance industry products, related business processes and iPipeline software products.
Utilize project management tools and skills to effectively and efficiently manage multiple clients.
Strong technical skills ? Word, Excel, MS Office and PowerPoint.
Strong analytical and organizational skills.
Ability to learn quickly and work independently.
||Exton, PA |