Senior Customer Success Manager

About Athenium Analytics:

Athenium Analytics is an Insurtech SaaS company that uses historical data and predictive analytics to help insurance carriers & other organizations measure and manage quality and risk. Our web-based tools, specializing in quality assurance and risk management, are trusted by global, national, and regional insurers. While insurance is our primary industry vertical, we also develop solutions for the U.S. Intelligence Community. Leveraging big data, cutting-edge artificial intelligence and market-driven insights, our products help organizational leadership identify and understand risk to make smart decisions faster. Learn more at: https://www.athenium.com

Job Overview:

Athenium Analytics is looking for a Senior Customer Success Manager (CSM). Successful candidates will work with an energetic results-focused team of CSMs, software developers, professional services engineers, and domain experts to provide a wide range of services to our current clients.

Athenium Analytics has a team-based culture where we work hard and have fun while doing it. We seek to add team members who have the ability to work well in a collaborative environment and can demonstrate critical thinking skills and present and explain complex ideas to the group. Open communication and working well with others are of great value to us.

Key Responsibilities:

Overview:

Through client and internal team interaction, you will have an excellent opportunity to practice a multitude of skills including:

• Collaborating between clients in the P&C Insurance industry from front line to executive level and internal Athenium Analytics teams (Sales, Marketing, Product, Finance, Engineering, Sciences)
• Verbal and written customer-centric communication skills at both the Executive and Program levels
• Relationship management
• Client services
• Project management

Key Responsibilities:

• Confidently and independently develop a deep understanding of your clients’ business objectives and desired outcomes, acting as a strategic partner to help educate and guide your clients along their claims operations and quality management journey
• Serve as an industry thought leader for P&C Claims and Underwriting quality management clients

Client Growth Strategy:

• ·Build strong, consultative relationships with client executive/leaders to ensure their success by understanding Athenium products and business benefits from leveraging our products
• Ensure clients are using purchased solutions and drive retention, upsell and expansion efforts of existing products and services
• Articulate solution value to clients and conduct product demonstrations, bringing product subject matter expertise into account
• Seize opportunities that lead to revenue growth within a client’s organization, through monitoring and analyzing client usage
• Document new revenue opportunities, including renewals, in the Company CRM

Evangelize Product Knowledge:

• Become an expert on Athenium’s suite of products to confidently lead business subject matter and technical conversations with both technical and non-technical stakeholders
• Conduct training for clients to assist with the implementation of the products purchased to drive adoption & maximize product value
• Product demonstration development and presentations, either online or in-person
• Contribute to development of application client user guides & product training programs

Champion Creative Solutions:

• Solution analysis including exploration of alternative approaches
• Product use/best practices consulting with clients
• Provide input to future product development, while helping to align Product with client needs
• Serve as the voice of your clients by surfacing key trends and insights back to our Product and senior leadership team
• Keep an active pulse on the emerging needs of our largest and most strategic clients and ensure the Customer Success team is adapting future strategy and infrastructure to support the success of these clients

Minimum Qualifications:

• Bachelor’s degree or working equivalent
• 10 + years P&C Insurance Industry background, 5+ Quality Assurance preferred
• 5 + years B2B software account management experience
• Prior user or administrative use/experience using teamthink or other QA tools
• Strong Client service skills with special emphasis on client satisfaction & communication strategies
• MS Excel, Word, and PowerPoint skills
• Outstanding presentation skills to Director and C-suite levels
• Excellent written and verbal communication skills
• Excellent interpersonal skills at all levels of an organization
• Strong problem solving/analytical skills
• Self-motivated personality with a keen attention to detail
• Ability to travel 10-15% of the time

What we look for:

• Outstanding listening, analytical, critical thinking, organizational and time management skills – a problem-solver at heart
• Ability to manage multiple tasks simultaneously, while meeting team and individual deadlines
• Excellent written and oral communication skills; Demonstrates a high level of diplomacy
• Strong work ethic, hands-on, detail oriented with a client service mentality
• Team player, ability to work cross-functionally, self-driven, motivated, and able to work under pressure
• Sense of humor, enthusiasm, and willing to be part of a dynamic team!

This is a full time role which will be based remotely within the United States. Preference will be given to candidates residing in states in which we currently do business: AL, AZ, CO, DC, FL, GA, IA, ID, IL, KS, MA, MD, ME, MN, MS, NC, NH, NJ, NV, NY, OH, OK, PA, RI, SC, TX, UT, VA, VT, WA, WI

Salary range: $125,000 - $140,000 annual base compensation + commissions/bonus

Job Type: Full-time

Pay: $125,000.00 - $140,000.00 per year

Benefits:

• 401(k)
• 401(k) 4% Match
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Work from home

Compensation package:

• Bonus opportunities

Schedule:

• Monday to Friday

Work Location: Remote