Customer Success Manager

Company Description

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

Job Description

The Customer Success Manager role is designed to provide dedicated support to a select group of valued customer accounts. The role’s primary goal is to provide high-level customer support to top customers across the Verisk enterprise through increased visibility, accountability, problem solving and account awareness post-sale and implementation.

· Being the direct point-of-contact for on-going, post-sale and post-implementation support

· Vendor management collaboration and relationship development with assigned accounts

· Involvement and assistance with secondary implementations

· Transfers to and from ISO’s customer service call center

· Accountability for issues receipt, documentation, ownership, and resolution

· Issues research and solutions development

· Identifying customer needs and engage in customer trials/POC/data analysis.

· Tracking and reporting of all reported issues and inquiries from assigned account list using tools such as Salesforce.com

· Proactive customer interaction/outreach, monthly/quarterly to capture and effectively

represent the voice of the customer (VOC)

· Identification and elevation of product and process improvements

· Document and maintain a list of common issues, resolutions, & workflows, including FAQs

· Maintenance and use of product SME reference lists

· Customer Success Management Team product support and cross-training

· Statistical (KPI) tracking of issues and resolutions (# of, and methods of inquiry, issue      types, resolutions timeliness, transfers, etc.)

· Analysis and reporting relative to customer or product specific SLA's. (Identify and ensure that SLA’s requirements and report distributions are met)

· Contract renewal visibility, tracking, handling and interaction with sales, management and

legal as needed.

· Proactive issues, outages and enhancements communication with key clients

· Collaboration and coordination of special/client specific projects

· Assistance with product/service/customer expertise

· Special projects assistance

· Billing oversight and visibility

· Product change notifications with key accounts

· On-going training and support across underwriting products.

Qualifications

• 4+ years in a service role that focuses on the targeted product domain
• Product specialist or training competency within the targeted product domain
• Met or exceeded customer satisfaction scores while working in a service or training role
• BA/BS in business or related technical field and/or equivalent experience preferred
• 2+ years maintaining customer relationships in a service or training role
• 3+ years assisting with and/or managing projects, a portfolio of accounts and/or equivalent work-related experience
• Maintain and build relationships with customers as well within your internal and external departments
• Strong organizational, planning and coordination skills
• Ability to manage priorities, work independently, meet tight deadlines and achieve targets
• Ability to train, manage and motivate personnel who are not your direct reports
• Strong communication and interpersonal skills and ability to deliver presentations to high level executives
• Strong ability to execute a plan and accomplish goals
• Exceptional problem solving, analysis and negotiating skills
• Proficient with MS Office, Visio, Excel, MS PowerPoint & internet technologies
• Knowledge of the industry that the targeted product set serves

Additional Information

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. 

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland.  We value learning, caring and results and make inclusivity and diversity a top priority.  In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, test