Sr Client Success Manager

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

Note: For technical and other select roles, your first day will be spent at our HQ in Medford, MA to facilitate a smooth onboarding experience. Willingness to travel is required, as you may need to attend on-site team meetings from time to time.

Role Description and Mission:

The Senior Client Success Manager (‘CSM’) is an exciting opportunity to join a high-growth, entrepreneurial team within our Insurance LOB.  This business unit is powered by an industry leading software platform and backed by Agero, a market leader with decades of experience serving the automotive services industry. The role will join a select team tasked with the mission to provide quality services and efficient processes to insurance clients, thereby achieving mutual goals of growth, profitability, and customer satisfaction. This individual leads all daily client facing activities for assigned vertical markets and aligned client portfolios.  In addition, the Senior CSM is responsible for management and expansion of Insurance partnerships and general account partnership activities.

The Senior CSM is principally accountable for relationship sustainability, expansion, service excellence, financial and goal attainment. The ability to effectively engage and influence efforts with internal stakeholder groups (e.g. Business Development, Operations, Product, Marketing, IT, Sales Engineering, and Billing) is essential for delivering successful outcomes. 

Key Outcomes:

• Establish and manage both executive and working-level (Up and Across) relationships with current and potential clients
• Responsibility for the financial performance, health and oversight of the assigned client base, including the ability to understand key financial drivers and influences
• Evaluate strategies and opportunities through market sizing, revenue and profit potential, competitive set, strategic nature, product requirements, permission to sell and overall GTM strategy
• Be the internal client advocate at Agero to ensure client needs are understood and met by key stakeholders and senior leadership
• Deliver and inform internal and external stakeholders when it comes to key performance indicators, including identifying key insights and trends, while ensuring service agreement commitments.  Assemble the right cross-functional teams, when required, to address any needs or resolve issues the clients may have
• Prepare and deliver business reviews to internal senior leadership updating on progress and roadblocks
• Proactively guide and educate clients towards best practices to improve their utilization of Agero services and outcomes
• Develop and prepare client meeting agendas, content, lead presentations, quarterly and annual reviews and direct participation of others on the team
• Demonstrate critical thinking skills in managing complex customer issues from inception to resolution
• Lead select strategic projects and service agreement negotiations collaborating with internal stakeholders in Marketing, Legal, Product and Service Delivery

Qualifications:

• 5+ years of previous experience in a hands-on role (pre-sales, professional services, business development, enterprise account management) working with Enterprise Customers (Fortune 100)
• Advanced knowledge of the auto physical damage (APD) claim process, systems/technology, and key stakeholders 
• Proven track record of moving partners through funnel delivering results with significan