Client Success Strategist

Date Posted: 3/9/2020

Type of Employment: Full-Time

Department: Training/Account Management

Job Snapshot

  • Location: Cedar Falls, IA 
    Education: 4-Year Degree or Equivalent Experience
    Industry: Insurance, SaaS

  • Job Type: Client Success
    Manages Others: No
    Experience: 5+ years
    Travel: 20%
    Relocation Covered: No

Job Description

We are looking for a Client Success Strategist to create long-term, trusting relationships with our customers. The Client Success Strategist is responsible for developing programs and building client relationships that increase the value clients experience with their AgencyBloc subscription, promote retention, increase client loyalty, and generate new revenue from existing clients.  

This newly-created role will work in conjunction with our onboarding specialists and support specialists to build upon the experience our clients have with AgencyBloc. Strong listening and understanding skills will help this person connect the dots between our clients’ challenges, ways that AgencyBloc functionality can help, and when it’s going to be most appropriate to suggest additional client training. 

If you are driven by creating a valuable experience for clients, familiar with account management software (CRM), have a flair for client communication, and understand consumer behavior, we’d like to meet you.  

This position may require occasional travel.

AgencyBloc provides an online software solution that helps 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 co-workers 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

Responsibilities of this position:

  • Analyze accounts, identify and maintain relationships with main decision-makers to determine growth areas for additional product usage
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Conduct regular account reviews with clients in which you identify challenges and areas of opportunity
  • As part of proactive client outreach, answer product-related questions, conduct training, and facilitate the introduction of an Onboarding Specialist when more in-depth training or setup is needed
  • Assist with challenging client requests or issue escalations as needed
  • Collaborate with any internal team members from our Client Success, Sales, Marketing, or Product teams to identify and grow opportunities within accounts
  • Report regularly on account status
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Achieve a high rate of renewal across the assigned customer base
  • Become an expert on the AgencyBloc product
  • Analyze client and product usage data to design and implement new processes and procedures that maximize account retention and revenue growth

Requirements:

  • Experience delivering client-focused solutions to customer needs
  • Proven work experience as a Client Success Manager, Account Manager, or other related roles
  • Insurance industry experience
  • A strategic mind and an entrepreneurial spirit
  • Inherent ability to flex and adapt to a changing and ambiguous environment
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
  • High level of comfort with technology
  • Excellent listening, negotiation, and presentation abilities
  • Strong verbal and written communication skills
  • Personal characteristics include being a self-starter, a humble confidence, and an ability to “translate” thoughts among various groups of people

How to apply:

Please submit a resume and cover letter by email to kelly.kimmich@agencybloc.com  for consideration. Please, no paper resumes.