Client Experience Specialist

Job Snapshot

Why You’ll Love AgencyBloc

We solve problems for our customers. We give ourselves the autonomy to be awesome. We will be human. We are maniacal about success. This is the culture you’ll be a part of if you join the AgencyBloc Team. We are the #1 Recommended Insurance Industry Growth Platform serving the benefits and senior market space. We help grow our clients’ business with a suite of solutions that can be strategically utilized to support the operational and growth needs of independent insurance agencies, GAs, IMO/FMOs, call centers, and carriers.

Job Description

The Client Experience Specialist will be responsible for the creation and delivery of educational and communications content across all AgencyBloc solutions. This role is focused on simplifying complex information to promote high adoption rates for our self-service solutions and ensure excellent client experience. Prior experience in the health and life insurance industry is beneficial as you demonstrate how our products address real business challenges for AgencyBloc clients.

Responsibilities:

• Organize and execute various live training events, including group sessions, onboarding bootcamps, and workshops for all AgencyBloc solutions.
• Develop comprehensive self-service online course content adhering to learning management system standards, involving scriptwriting, material creation, and video production.
• Continuously update and maintain educational materials to ensure relevance and accuracy.
• Conduct interactive feature workshops, tailoring content to attendees' needs in real-time.
• Act as a product education focal point for internal teams.
• Collaborate with the Manager of Client Experience to manage content, timelines, and priorities effectively.
• Manage platform and app integrations (via Zapier) and program automations (via Pendo and ChurnZero) for enhanced operational efficiency and client engagement.
• Proactively identify training needs to support existing solutions and upcoming releases.
• Exhibit a deep understanding of all AgencyBloc solutions, positioning yourself as a subject matter expert.
• Monitor program effectiveness and adapt swiftly in a dynamic environment.
• Work with the Product team to implement engaging in-app guidance across AgencyBloc’s software suite.
• Partner with the Marketing team to craft cohesive customer communications across multiple channels.
• Collaborate cross-functionally to update and maintain self-service client resources across all AgencyBloc solutions, including training academy, knowledge base, and in-app guidance tools.
• Perform additional tasks as delegated by your manager.

Skills/Education/Experience:

• Bachelor’s degree in Communications, Education, or related field preferred, with 1-3 years of relevant experience, or equivalent combination of education and experience.
• 2+ years of experience delivering software training to customers, preferably in a Software as a Service (SaaS) CRM company.
• Strong cross-functional collaboration skills, especially with Product, Sales, Marketing, Customer Success, and Support teams.
• Exceptional written and verbal communication skills, capable of conveying complex topics in simple terms.
• Proficiency in platform and app integrations (such as Zapier) and program automations (such as Pendo or ChurnZero) for enhanced operational efficiency and client engagement.
• Self-motivated with excellent organizational and time management skills.
• Proficient in writing, speaking, and presenting for script development, customer communications, and training sessions.
• Outstanding interpersonal skills, fostering productive and efficient teamwork.
• Comfortable and proficient with technology and business software.

Preferred:

• Familiarity with learning management systems, knowledge base software, and in-app guidance software.
• Working knowledge of NorthPass, Zendesk, and Pendo.
• Knowledge of the health and life insurance industry is a plus. 

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

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More on AgencyBloc:

AgencyBloc provides a suite of online software solutions that help insurance agencies increase efficiency, enhance customer satisfaction, control costs, and stay competitive. We currently have customers nationwide. Core values of our company include: 

• Client-centric organization focused on delivering great customer service
• Positive, collaborative team environment with coworkers who genuinely care about their work
• High level of professionalism in everything we do
• Continuous teaching, learning, and growth for all team members as they share in the journey that is the story of our company

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