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Digital Customer Success Manager - Remote

Company: Zywave
Location: San Jose
Posted on: June 25, 2022

Job Description:

Brief DescriptionDo you want an invitation to create high-trust and digitally immersive experiences that help customers see the value of their purchase? Are you craving a creative and dynamic team culture?As a Digital Customer Success Manager (CSM), you will work as part of a B2B, SaaS, Insurtech customer success team using predictive analytics, software automation and 1:M (1-to-Many) service engagement to drive product adoption and revenue retention across a portfolio of small and medium size customers. By helping our customers realize their critical business goals you will create raving fans of Zywave products. You will also work cross-functionally with our Sales, Support, Product, Marketing, and Professional Services teams to deliver value, drive adoption & engagement, and ensure a world-class customer experience.Responsibilities

  • Analyze critical moments throughout the customer life cycle and uncover opportunities to engage with them.
  • Guide our customers by building communications through digital channels, such as email and appcues, and design and lead customer-facing webinar experiences.
  • Collaborate with others cross-functionally to help build the digital program and drive a best-in-class customer experience
  • Analyze and leverage data to determine how we might best bring the customer a value-delivering message at the right time, right place, and to the right user.
  • Serve as a strategic advisor to customers by providing enablement, recommendations, and best practices on how to address their business goals, needs, and pain points
  • Identify opportunities for upsell and partner with sales teams to drive new business
  • Monitor customers' usage at scale throughout their lifecycle to identify and prioritize at-risk accounts and build ways to mitigate churn and improve retention
  • Develop and implement tailored strategies to ensure our products are utilized in a way that meets your customer's objectives and is effective within their organization
  • Advocate for customers by providing feedback internal and keeping the customer experience at the forefrontFactors of success:
    • Experience in a digital customer success program with an understanding of best practices, such as ideas for programs that have worked and new ideas that you have seen tried and tested.
    • Experience in the insurance industry, specifically working knowledge of the commercial and group help insurance industry is preferred
    • 2+ years of strong performance in customer success management, account management, or other customer-facing roles in a B2B, SaaS environment, preferably with responsibility for a book of business
    • Previous experience with digital marketing tools, such as Google Ads, Analytics, Marketo, Salesforce (SFDC), Monday.com, Gainsight, or Heap.
    • Effective team player with strong ability to build rapport with internal and external customers.
    • Experience leading and developing one-to-many (1:M) engagement programs such as webinars or programs within communities
    • Strong entrepreneurial mindset; you are hands-on and autonomous. You find creative solutions to problems in a fast-moving, hyper growth environment
    • Strong communication skills (written & verbal) both with customers and within an organization
    • Excellent project management skills and experience leveraging internal resources to execute against deadlinesFind yourself checking a lot of these boxes but unsure if you should apply? At Zywave, we support a growth mindset for our team members through all stages of their careers. If you meet some of the requirements and share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we are invested in building teams with a wide variety of backgrounds and experiences.Company Background -Why pick Zywave? Zywave is a cutting edge, fast growing SaaS company that has revolutionized the insurance industry by helping independent agencies leverage technology solutions to grow their business in employee benefits and property and casualty markets. Headquartered in Milwaukee, WI with employees across the glove, Zywave is consistently voted a Top Workplace. Our employees enjoy a highly flexible work environment with endless opportunities for internal growth & advancement.

Keywords: Zywave, San Jose , Digital Customer Success Manager - Remote, Executive , San Jose, California

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