Strategic Account Customer Support Lead

Job Overview

Applied Systems, Inc., the worldwide leader in insurance technology, is currently searching for a Strategic Account Customer Support Lead to become a part of our outstanding Support team, which plays an essential role in keeping Applied Systems at the top of the insurance technology industry.

In this position, you will act as the Support Lead for several of Applied’s largest strategic customers, working cross-functionally with our account management, product, and engineering teams to drive a highly successful Support experience.

 

What You’ll Do

• Act as the Support Team lead for several strategic customers, working cross-functionally with our account management, product, and engineering teams to drive successful Support experiences for our largest customers
• Perform monthly support analysis and case reviews for several large customers, using analytical tools to gain insight into system performance, trends and possible solutions to issues that arise
• Provide weekly Support snapshot updates to summarize Support case performance and status of outstanding customer items, escalated cases, status of in-flight and upcoming projects
• Understand our customer’s technical environments and infrastructure – i.e. which product versions are current, how are they configured, key integrations – in order to be an escalation point for account knowledge within support or other departments in need of information
• Participate as an extended member of the Client Executive team, representing Support in client meetings and business reviews, functioning as a voice for strategic customers
• Participate as an extended member of the Implementation team to understand the design, architecture and processes being implemented for key customers
• Monitor and identify trends and root causes of customer issues in order to create proactive long-term resolutions by participating in continuous improvement
• Participate in continuous improvement and corrective action initiatives to determine root cause and resolve customer complaints
• Anticipate problems and identify opportunities through a detailed knowledge of the business and make recommendations as necessary

 

What You’ll Need to Succeed

We’re looking for someone who:

• Can work remotely or hybrid from an Applied Systems office with an expectation of up to 10% travel

Your experience should include some or all of the following:

• 5-10 years of professional experience in customer-facing strategic or technical account roles
• Proven success with customer account management, including understanding industry Key Performance Indicators and how they relate to overall customer success
• Salesforce/Service Cloud or relevant case management knowledge/experience
• Exceptional customer service skills with the ability to provide superior service to high-profile customers including internal senior and executive management as well as external clients and partners
• Exceptional public speaking, facilitation, and presentation skills - excellent listening and written communication skills
• Understanding of various database and server infrastructure practices and modern technology used in enterprise software applications
• Hardware and operating system(s) knowledge/exposure
• Ability to plan and organize technical projects; experience with deadlines for project completion
• Bachelor’s degree or equivalent work experience preferred
• We proudly support and encourage people with military experience, as well as military spouses, to apply 

Additionally, you may have:

• Experience working in a technology and/or software-focused business
• Experience within the Insurance Industry

 

What You’ll Gain

Benefits from Day One

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) and/or RRSP retirement savings plans with employer match

Work-Life Balance

• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Paid parental leave (U.S. candidates)
• Volunteer time off

Empowering Career Growth and Success – We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.

 

What We Value

We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance – safeguarding and protecti