Director, Carrier Success Management iPipeline, Inc.
THIS JOB HAS EXPIRED Develop a strategy and lead team of Success Managers for iPipeline carrier clients through a successful launch and adoption of iPipeline products.
Define annual success plans and measurements. This will include client specific success targets, overall industry success as well as iPipeline transactions goals.
Develop and manage annual adoption and success initiatives designed to ensure client and company successes are achieved.
Mentor a growing team, across departments, responsible for fostering a trusted advisor relationship with customers allowing the full potential of their iPipeline solutions to be realized.
Manage Customer Success Management team ensuring high customer satisfaction and employee satisfaction. Develop the team to serve as customer advocates in driving industry best practices and the evolution product and platform functionality integral to the customer?s success.
Support Sales as needed for large prospective clients that need to be enrolled in the value of Customer Success Management.
Ownership and accountability for ensuring adoption, utilization and customer retention and enabling customer revenue across transaction based product lines.
Implement account management process, disciplines and related tools needed for team to operate efficiently and scale.
Manage account escalations working closely with support, sales and services.
Play a key role in Strategic Account Management team. Participate in strategic customer meetings and account reviews.
Create a scalable process to collect and analyze account data to be used in account planning and the sales process.
Develop a good working relationship with sales and other departments required to achieve Customer Success goals
Develop trusted relationships with decision makers in each account, understand their success goals, and develop plans to partner on these goals
Develop transaction goals for iPipeline products overall and with each individual account to be reported to the Executive team
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. Work closely with Product management to share client feedback.
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
Develop new materials needed to support clients such as presentations, best practices, rollout plans, proposals, etc., as needed
Identify and lead strategic initiatives to drive success internally at iPipeline
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
10-15 years of Managing/building a team account managers /or project managers
5+ years of direct customer engagement experience in sales, account management or consultancy in life insurance industry
iPipeline product experience a plus
Demonstrated success at providing consistent high levels of customer satisfaction, quality deliverables, methodology development, and high employee retention
Program Management experience an asset
Proven effectiveness at leading and facilitating change management
Proven experience in managing complex project implementations
Willingness to travel
Very strong leadership and mentorship skills
Require a bachelor?s degree
Knowledge of life insurance industry products, related business processes and iPipeline software products
Ability to learn quickly and work independently
||Exton, PA |
THIS JOB HAS EXPIRED