CSM

Description

Join Us. Make Your Imprint.

Novidea is an insurance technology company solving the toughest challenges faced by insurance brokers, agencies, MGAs and coverholders. Our innovative, data-driven insurance software platform allows users to manage the entire policy lifecycle across all lines of business, using data to inform every business decision, cross-sell and up-sell.

What’s the Job?

As a Customer Success Manager in Novidea you’ll ensure that our customers achieve their desired outcomes with the product by providing onboarding, support, and ongoing guidance, while fostering strong relationships to drive retention, expansion, and satisfaction.

What You’ll Do

• Customer Relationship Management: Building and maintaining strong, positive relationships with customers to ensure they are satisfied and engaged with the product.
• Education and Enablement: Providing training, resources, and guidance to help customers fully utilize the product.
• Providing solutions of the product – designing and implementing enhancements based on the platform
• Working closely with the product team – providing the voice of the customer and communicating to clients product updates and features
• Working with the delivery teams – designing needs and deliverables, based on requests for changes of clients
• Proactive Engagement: Regularly checking in with customers to address any issues, gather feedback, and ensure they are getting the most out of the product.
• Monitoring Customer Health: Using tools and metrics to monitor customer usage and satisfaction levels
• Renewal processes: involvement in annual renewals, especially if the customer is considering expanding, downgrading, or leaving the solution.
  
  

• 3-5 years of experience in customer success for a SAAS product company
• Experience in high touch customer management
• Experience with Salesforce CRM as an implementer, administrator or super-user
• Insurance industry knowledge - Advantage