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Customer Success Manager (SaaS)

Riskonnect

Riskonnect

Customer Service, Sales & Business Development
California, USA · Remote
Posted on Friday, May 3, 2024

POSITION: Technical Customer Success Manager – Enterprise/SaaS
LOCATION:
California - Remote

WHY JOIN US?
Riskonnect, Inc. is the leading integrated risk management software solution provider. We explore ways to deliver new value, foster creativity, and reach beyond boundaries. We use drive and commitment to energize, engage, and inspire others. We do what is important and strive for continuous improvement, working with passion, and purpose. We act with mutual respect, communicate fearlessly, and collaborate to leverage our collective talents. At Riskonnect, we share this set of expectations and values. They guide us every day in every way. These values are more than words – they unite our organization and bring meaning and purpose to what we do.

#pioneer #spark #focus #community

THE TEAM
Teamwork is the heart of Riskonnect. We thrive on collaboration, believing it's the key to our growth and innovation in risk management. We encourage feedback, offer advancement opportunities, and support continuous learning. Join us to experience a culture that values teamwork and embraces a collaborative mindset, where your success is our success.

THE OPPORTUNITY

In this role, you will serve as the dedicated Customer Success Manager for one of our key clients. You will maintain a book of business to meet defined goals and guarantee client satisfaction and realization of the Riskonnect value proposition. Provide overall account management for the client accounts. Scheduling and leading periodic meetings at the client and other locations as needed; periodic status reporting on the dedicated Riskonnect Services and Support team in accordance to teams requirements; customer service and problem resolution; coordination of software upgrades/releases; periodic evaluation and suggestions on software utilization; notification of future software availability and other duties as agreed upon by Riskonnect and the client.

Responsibilities:

  • Ensures good customer health of client book
  • Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
  • Facilitate business requirement meetings for new or enhanced functionality. Develop requirement specifications for development.
  • Act as a liaison between Riskonnect, client, and 3rd parties like TPAs.
  • Act as point person for any issues that need to be escalated.
  • Mobilize the right people to get involved from within the client, Riskonnect and any other outside organizations (e.g., TPAs, Bill Review Companies).
  • Provide management status reports on projects and support issues.
  • Facilitate and coordinate any data project. This includes, revising codes, policy changes, organization structure changes etc.
  • Develop and maintain operational procedures.
  • Act as project manager for any large project.
  • Manage and oversee any Riskonnect dedicated resources for the client.
  • Work with the client to develop technical and business specification for enhancements.
  • Work with users on the deployment of the enhancement which may involve workflow changes, training, and system configuration.
  • Understand business need of enhancement requests submitted by the client.
  • Clarify enhancement request, to ensure both parties have same understanding.
  • Obtain additional information to complete either the analysis or the actual work.
  • Evaluate the business need and determine if it is appropriate. Offer other alternatives if it seems appropriate.
  • Provide a weekly report of the open Enhancement Requests
  • Collaborate closely with developers to implement the requirements, provide necessary guidance to testers during QA process.
  • Prepare Amendment Documentation that includes initial specification details.
  • Develop and execute test plans/use case scenarios.
  • Support system conversions, upgrades, enhancements.
  • Prepare and coordinate training materials.
  • Prepare and manage User Acceptance Certificates, approvals, and invoicing.
  • Cross-train application support analyst on enhancement specification and testing.

WHAT MAKES YOU A FIT?

If you're an innovator and a pioneer who's passionate about not just your own success but also contributing to the success of both our internal and external customers, you're exactly the kind of candidate we're looking for. You thrive in a fast-paced environment where your success is intertwined with the satisfaction and achievement of both customers and teammates. In addition to your innovative mindset and commitment to teamwork, you should possess the following skills and requirements:

ESSENTIAL SKILLS AND REQUIREMENTS

  • A bachelor's degree is preferred.
  • 8+ years of Experience in Customer Facing role in the Enterprise Software Industry (SaaS)
  • Proven experience in performing database analysis using Structured Query Language (SQL) to proactively analyze data to answer key questions for stakeholders.
  • Ability to configure Claims Enterprise using standard expressions as well as advanced expressions requiring JavaScript / jQuery technical experience.
  • Industry Knowledge in California Workman’s Compensation, Bill Review Processing, Liability (i.e., GL, AL, Professional, Med Mal), Protected Leave Management, Disability Compliance, Interfaces, etc.)
  • Local government enterprise claims experience.
  • Familiar with MS Office and/or Google Suite
  • Ability track and organize action items across 20-30 enterprise software clients.
  • Ability to prioritize workload and execute in a fast-paced environment.
  • Ability to build customer relationships using remote communication tools (e.g.: phone, email campaigns, conference calls, web training).
  • Ability to develop senior-level relationships.
  • Make timely decisions and have sound judgment.

WHY BE A PART OF OUR TEAM?

Delivering innovative solutions backed by world-class customer service starts with having the best talent. Our 1000+ professionals are valued for the kind of inspired thinking and collaborative spirit that keeps us at the forefront of our industry. As a Riskonnect colleague, you’ll work alongside some of the best and brightest as you help customers manage some of the world’s most challenging and complex risks. In fact, for the past three years, Riskonnect has been recognized as a Best and Brightest Company to Work For (Nationwide). One year on the list could be a ‘one hit wonder’. Two years initiates a trend. Three years makes us part of a very exclusive club and shows the true essence of our organization is to ‘walk the walk’. We are very proud of this accomplishment.

If you read this and thought “I can do this!” then please submit your qualifications and apply directly at Riskonnect.com/company/careers/

To more about Life at Riskonnect, visit us at https://www.linkedin.com/company/riskonnect-inc/life/7318baae-83b3-4b50-b1e4-4e999d2caeee/?viewAsMember=true

Riskonnect is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.