Lead Customer Success Manager

Job Description

Ivans, a division of Applied Systems, is currently searching for a Lead Customer Success Manager to manage customers using our latest AI solution to drive adoption while proactively anticipating and managing against customer churn. This individual will manage and own the customer lifecycle, pilots programs and customer satisfaction, ensuring maximum value and adoption is unlocked post-sale.  

 

What You’ll Do

• Maintain a customer-centric attitude during all client interactions & Provide first-class customer service, resulting in high NPS scores
• Collaborate with internal Ivans teams to resolve customer issues, communicate customer product requests, and provide excellent service on a timely basis 
• Set appropriate expectations with the customer to set the Ivans team and products up for success 
• Develop and implement account plans to achieve customer retention and growth of relationship 
• Lead quarterly business reviews- monitoring customer perceived value, usage metrics, areas for improvement, account wins and milestones, and new product features 
• Work with assigned customers to build Strategic Success Plans, establishing key performance indicators and aiding customers to achieve their goals (to be reviewed with Manager every 6 months)
• Analyze customer health metrics utilizing internal tools and customer usage data 
• Gauge the customers’ level of engagement with Ivans and product(s) → providing feedback to the other Ivans teams regarding product and service improvements 
• Provide mentorship for Assoc. CSMs and CSMs to help them grow in product and customer experience knowledge
• Assist management in strategizing and executing new processes and objectives for the team
• Continuously drives communication and customer advocacy with other Applied departments to provide insights and ensure a consistent customer experience

 

What You’ll Need to SucceedWe’re looking for someone who:

• Can work remotely or from an Applied Systems office

Your experience should include some or all of the following:

• 5+ years experience in customer success role, account management, or client service 
• Strong knowledge of Customer Success best practices, with experience promoting adoption in CS
• Expert use and knowledge of Salesforce
• Advanced project management experience and skills
• Ability to organize and prioritize tasks and projects with a high attention to detail 
• Experience working with customer and senior executive stakeholders 
• Excellent presentation skills to both create and present during client-facing meetings 
• Bachelor’s degree or equivalent work experience in the areas of Marketing, Sales, or Business
• We proudly support and encourage people with military experience, as well as military spouses, to apply 

Additionally, you may have:

• Familiarity with Applied’s product portfolio, including but not limited to our core management systems and extended solutions
• AI certification Preferred

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 protecting what matters most in people’s lives. And there is no more important job than that.

Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.

 

Who We Are

 

Applied Systems is the leading global provider of cloud-based software that powers the business of insurance. Recognized as a pioneer in insurance automation and the in