Client Success Manager

Summary

Join Agency Revolution as a Client Success Manager and play a vital role in enhancing client experiences. You will manage client outreach, serve as a liaison between clients and internal teams, and oversee onboarding and implementation of solutions. This multifaceted position requires strong communication, problem-solving, and client-focused skills. You will leverage client feedback to drive product innovation and exceed client expectations. The role offers a location-independent work environment with regular team days in the Lehigh Valley, PA area. Competitive compensation and a comprehensive benefits package are included.

Requirements

• Proven experience in a client success or customer support role, preferably within the insurance or technology industry
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams
• Detail-oriented, organized, and able to juggle multiple priorities with grace
• Strong problem-solving skills and the ability to think critically and creatively
• A proactive and results-driven approach to client success and engagement
• Self-motivated and able to function both independently and within a team structure
• Comfortable brainstorming and offering creative solutions to challenges big and small
• Quick on your feet and able to field questions and challenges as they happen
• Excellent follow-up and follow-through skills
• Ability to learn our process and systems with an open mind
• Must be within a 60 minute drive to the Lehigh Valley, PA, area
• Include a cover letter or note showing why you’re interested in this role and how your experience matches the hiring criteria for this open position
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Responsibilities

• Coordinate and manage a multi-touch outreach program that offers a human touchpoint to each client each month through a combination of proactive outbound calls, group training, and emails
• Serve as post-launch client-facing lead on communicating platform capabilities, product rollouts and new feature adoption
• Act as a liaison between clients and internal teams to deliver proactive and consultative customer success that drives partnership, customer satisfaction and mutual success
• Oversee and track the progress of onboarding and implementation of add-on solutions for clients
• Provide white-glove service in executing timely emails, social posts, and blogs for clients utilizing our Do-It-For-Me add-on solution
• Stay up-to-date on market demands (insurance industry, market trends, etc.) and collaborate with internal teams to identify and prioritize product improvements based on customer feedback
• Coordinate and manage continuous process and workflow improvements
• Leverage client feedback and requests to assist in the development of new ideas for product offers and features in order to enhance the client experience
• Exceed client expectations by providing personalized support, valuable resources, and ongoing engagement
• Serve as product expert by answering client questions, sharing best practices, making recommendations, and collaborating on client resources
• Participate in ongoing team meetings to review ideas, feedback, and related activity
• Leverage our full suite of cutting-edge tools and apps, including Google G Suite, Slack, and others

Benefits

• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave
• Robust Insurance Plan including: Medical with $0 co-pay Telehealth plan
• Dental
• Vision
• Health Savings Account (HSA) with generous employer contributions
• Flexible Spending Accounts (FSA)
• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
• Company-paid Short & Long Term Disability coverage
• Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• Employee Events Committee that plans fun in-person and virtual events
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• Work computer equipment is provided to help you succeed :)
• Location-independent work environment