ClearRisk Inc. Looking for Customer Success Manager at St. John’s, NL Full Time

Job Description

Customer Success Manager

Job Title: Classification: Full-time, Permanent

Report To: Director, Customer Success

Location: St. John’s or Remote

Start Date: May 2022

This is a great opportunity to join the growing Customer Success team at ClearRisk, a rapidly scaling company within the Newfoundland Tech Sector. ClearRisk prides itself on the amazing team we have built to support the customers and each other. We have a collaborative team of Sales Executives, Customer Success, Developers, and Product Specialists who are committed to ensuring the success of our staff and customers.

Integrity. Teamwork. A passion for Technology.

Reporting to the Director of Customer Success, we are in search of an exceptional Customer Success Manager to join our growing team. We are in business to optimize the risk of our customers. We keep people from harm and help our customers be more successful. Our cloud-based claims and risk management solutions provide customers with a suite of tools and insights built for industries such as municipalities, utilities, real estate managers, oil & gas companies, retailers and more. Implemented in over 150 organizations across North America, our solutions lower insurance and risk management costs while giving meaningful data insights that drive business growth.

Who you are:

• Ultimate revenue generator – upsell existing customer base

• Uncover hidden opportunities for increased ROI

• Strong Communication – written and verbal

• Good Time Management and Organized

• Quick to Adapt / Flexibility

• Confident Decision Making and Judgment

• Ability to Problem Solving and Think Outside of the Box

• Accountability and Dependability

• Professional and Works with Integrity

Why you want to work for us:

• We’re growing, that means you’ll grow!

• We have an awesome office space with a flexible work environment; as well as the ability for remote work

• We offer a culture of openness and idea generation;

• We pride ourselves on transparency and keeping it real;

• From the most senior to the newest team member, we provide open access to decision makers and career building work;

• We prioritize diversity, inclusion, and community building

• We have a competitive compensation package.

What you’ll do:

• Work directly with the Director of Customer Success and our team of Customer Success Managers to help execute on our strategic vision for the Customer Success team

• Lead upsell/cross sell initiatives and the opportunities arising from it

• Manage customer renewals and lifecycle

• Main point of contact for customer related matters

• Assist client with all stages of lifecycle journey – onboarding through to renewal

• Communicate regularly with customers, including touchpoints, product feedback sessions, new features and functionality

• Collaborate with marketing, product / development and sales for feature requests, produce requests, upsell campaigns

• Update ClearRisk’s Customer Success processes, methodology and structure.

• Monitor customer implementations to ensure deadlines are met effectively and communicate updates to customer accordingly

• Advocate voice of the customer by representing their feedback, ideas and interests in areas such as product improvements, service, support

• Assist in demonstrations and training for new features and functionalities of the product

• Build and maintain strong, long-lasting relationships with each customer throughout every stage of their lifecycle (scoping, implementation, support, adoption and renewal)

What you bring:

• 2-5 years related experience within insurance / risk management / Customer Success environment (SaaS experience preferred)

• University degree or college diploma in business administration, insurance or risk management or equivalent

• Ability to meet deadlines, effective prioritization and multitasking, and time management skills

• Strong written and verbal communication skills.

• Energetic, self-motivated, and results-oriented.

• Outstanding ability to form lasting relationships with customers

• Proven team player who is both flexible and adaptable.

• Working knowledge of business tools – such as Google apps (email, documents, sheets), Slack, Salesforce, Asana

• A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.

We are looking for a driven individual who is looking to build their career. This exciting opportunity is one that will go as far as you choose to take it. This is a full-time permanent position with a competitive salary and benefits package.

About ClearRisk

ClearRisk supports the risk management needs of over 150 organizations in North America. It specializes in software and data solutions for risk management, claims and incidents, and business continuity planning. ClearRisk exists to enable success through risk optimization, delivering effective, efficient, and better options for risk management. ClearRisk is committed to an inclusive and diverse workplace that fosters belonging, that is supportive and respectful of employees and partners for a full and enriching experience. Women make up fifty percent of its workforce and growing. The company was founded by CEO Craig Rowe in 2006 and is headquartered in St. John’s, Newfoundland.

Employer Guarantee:

ClearRisk is an inclusive employer. We are committed to creating and managing a safe workplace and fostering a culture of belonging that is supportive and respectful of employees and partners with diverse backgrounds that ensures all stakeholders in ClearRisk have a full and enriching experience. We also value diversity of perspective including differences in personality, life and work experience, skills, and ways of thinking and working.

ClearRisk is committed to maintaining an employment equity program that would include processes, plans and procedures that address under-representations in the employment of women, members of visible minorities, and other protected groups designated by legislation or otherwise.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Dental care
• Extended health care
• On-site parking
• Paid time off
• Wellness program
• Work from home

Schedule:

Education:

• Bachelor’s Degree (required)

Experience:

• insurance, risk management or customer success: 2 years (required)
• CRM tools (such as Salesforce): 1 year (preferred)