Customer Success Specialist - Onboarding

Customer Success INSCO Onboarding Representative

6pm to 3am

WFO

General Position Summary

Azugas Customer Success Insurance Company Channel (INSCO) team is looking for organized individuals who enjoy tackling multiple tasks in a fast-paced environment. You will deliver a world-class customer experience while providing efficient and courteous proactive customer service and account management for new customers during their Onboarding period. Assist customers with data entry as well as account set-up and maintenance while growing a long-term business relationship with multiple points of contact. Become the voice of the customer and collaborate with the appropriate internal departments to best accommodate the customer’s needs. Facilitate any training available to the customer. Reduce churn and maximize customer retention.

Primary Job Duties

•        Proactively manage assigned accounts
•        Be an Azuga solution Subject Matter Expert, including all supporting solutions and systems
•        Assess customers' current level of service and help customers gain greater value from the Azuga solution
•        Develop a trusted advisor relationship with assigned accounts and customer stakeholders
•        Conduct regularly scheduled calls (Weekly, Monthly, Quarterly) with key stakeholders
•        Conduct Quarterly Business Reviews
•        Proactively monitor customer health to assess churn risk
•        Plan and organize time effectively to allow optimal frequency of outbound customer calls to achieve required metrics
•        Update and Manage CRM/CTI tools for all assigned customers
•        Problem Solving and Troubleshooting
•        Collaborate with cross-functional teams
•        Invest time in training and personal development
•        Follow Customer Success policies and practices
•        Reduce Churn and maximize Customer Retention

Specific Job Skills

•        Strong written and verbal communication skills with the ability to communicate effectively at all levels
•        Must have a positive attitude with a courteous and professional demeanor
•        Strong conflict resolution skills
•        Must be able to work with a diverse culture
•        Ability to work within a fast-paced corporate culture
•        Must be detail-oriented while maintaining thorough follow-through
•        Ability to multitask, prioritize, and manage time effectively to meet aggressive timelines
•        Ability to use independent judgment to handle customer issues efficiently
•        Customer-centric orientation with experience in managing multiple stakeholders
•        Ability to interpret data to find and present trends, value, and ROI
•        Excellent listening and presentation skills
•        High level of attention to detail

Job Scope

Recurring work situation to occur regarding account interactions and management during the customer Onboarding period. Regular communication with executive-level customers to help build and maintain strong working relationships. Operate independently with minimal supervision and may have to use a high degree of creativity to accommodate customer needs. Fulfill the needs of customers by providing services through email, phone calls, and online meetings. Contacts sometimes contain confidential/sensitive information and discretion is a must.

Education and Experience

Minimum of 2 years prior experience in: Customer Service and Account Management with knowledge of GPS preferred. Customer Success experience preferred. Insurance experience preferred.