Enterprise Customer Success Manager, Insurance
Location
Lehi, UT | United States
Job description
Nearmap is unique. A global technology company with incredible people; a market-leader with energy and spirit. Nearmap was named as one of the world’s 10 Most Innovative Companies of 2020 by Fast Company magazine – and we are growing!
What we do We provide easy, instant access to high-resolution aerial imagery, city-scale 3D content, AI datasets and integrated geospatial tools, with wide-scale coverage across the USA, Canada, Australia and New Zealand. At the core of it, we are a location content company, a visual analytics company, and a software as a service company. Innovation is weaved into our DNA.
Job Description
Nearmap has an immediate need for an Enterprise Customer Success Manager within our insurance vertical, reporting to the Sr. Director of Customer Success - Insurance. In this exciting role, you will be responsible for a strategic portfolio of Enterprise insurance customers, understanding their needs, providing your insights and delivering comprehensive engagement for your customers. You will be our customer advocate ensuring the highest level of customer engagement, satisfaction and loyalty while driving quantifiable business results (i.e. customer retention and growth).
You will be responsible for managing a strategic portfolio of Enterprise customers, engaging and developing key customer contacts, including C-suite, across your portfolio. You will be able to identify churn risks, growth opportunities and manage a smooth renewal process for our customers, including contract negotiation. You will develop a deep expertise in Nearmap products and services, from both a technical and business domain perspective, to provide support and advice to our SMB customers. Customer retention and success are your main objectives.
You are focused on driving adoption and active usage of Nearmap products while maximizing the value of customer investment in our products to convert them to Nearmappers – promoters internally and externally. You will also act as the voice of the customer internally at Nearmap, providing feedback and insights on how Nearmap can better serve our customers.
Key Responsibilities
- Retain & Delight our customers
- Assuming ownership of dedicated Insurance Enterprise account portfolio including strategic account planning, execution and documentation of account intelligence.
- Driving customer success through initial on-boarding and clarification of success metrics with the customer, product adoption, retention and growth initiatives to maximize customer value and investment and optimize customer lifetime value.
- Retaining and growing Enterprise customer accounts by driving product adoption and value as well as customer engagement based on a good understanding about customer use cases and client personas.
- Developing and leveraging customer relationships to various personas within the client’s organization (users, admins, decision makers, etc.) to improve customer retention.
- Engaging all accounts on portfolio through trainings, webinars, surveys, automated emails, etc. depending on size of account.
- Setting up strategic account plans for all accounts in portfolio including action plans, internal dependencies, engagement plan and immediate next steps.
- Managing the renewal process and negotiating multi-variable contracts.
- Gaining in-depth understanding of how the product is used within accounts and their industries proactively through thorough investigations including discovery calls.
- Identifying areas for growth within the account upon renewal and partner with appropriate internal teams to progress.
- Tracking accounts to identify churn risk, communicate to management and work proactively to eliminate that risk.
- Monitoring, analyzing and interpreting trends in customer consumption at every stage of the customer journey and report derived action plan back to the business.
- Work seamlessly between being the principal point or secondary point of contact for key customers and leverage the internal organization to meet the needs of your customers.
- Leading and solving conflicts affecting the customer by coordinating, facilitating and operating across internal and external cross-functional partners and relationships to improve and advocate for customer experience.
- Developing a strong understanding of the Nearmap product line to ensure proper positioning to Enterprise level customers.
Qualifications
Key Requirements
- 10+ years Customer Success experience working with B2B audiences, preferably with a technology company in the Insurance Space.
- Experience consulting technical pre-sales in a high tech or SaaS company.
- Insurance experience along with applications knowledge or experience with insurance platform tools including Esri, Guidewire, Duckcreek, or Exactware is strongly preferred.
- Aerial imagery/data knowledge is highly favorable.
- Hands-on experience with SaaS customer engagement and subscription models, complex contract creation, complex contract negotiation and leading proposal presentations
- Ability to analyze complex situations, develop associated action plans and achieve key objectives
- An analytical and metrics-driven work style including experience establishing metrics and reporting on success metrics
- Accountability for driving revenue through customer expansion
- Proven ability to meet and exceed retention targets
- Ability to interact with all customer teams at various levels of technical and non-technical depth through to the C-suite
- Self-starter who thrives having ambiguity in a fast-paced, deadline-oriented environment
- Experience in developing and executing customer centric strategies and plans on assigned accounts to maximize the customer value from technology solutions
- Salesforce competence and Microsoft office skills
- Bachelor’s degree in Business, Sales, Marketing, or equivalent training in business or sales management. Advanced degree a plus.
- Excellent intrapersonal skills with the ability to articulate verbally and in written form with customers and internal stakeholders
- Have an entrepreneurial spirit – that of a self-starter willing to get their hands dirty and work autonomously along with a group to drive success
- Strong communication and negotiation skills
- Proven customer management skills with large and complex accounts
- Strong organizational/time management skills and the ability to manage multiple account high value engagements simultaneously
- Experience with escalation management while working with Sales and Support
Additional Information
Some of our benefits
Nearmap takes a holistic approach to our employees’ emotional, physical and financial wellness. Our current benefits include access to the Nearmap employee share scheme, short and long-term financial incentives, flexible working options, paid volunteer days, gym and phone rebates, and lots of development opportunities including hack-a-thons and pitch-fests.
Working at Nearmap We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.
If you can see yourself working at Nearmap and feel you have the right level of experience, we invite you to get in touch.
Watch our culture video below to find out more about what a day in the life at Nearmap looks like.
Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.
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