Retention Team Lead

Location: Rochester, NY 

 

NEXT’s mission is to help entrepreneurs thrive. We’re doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience. 

 

Simply put, wherever you find small businesses, you’ll find NEXT.

 

Since 2016, we’ve helped hundreds of thousands of small business customers across the United States get fast, customized and affordable coverage. We’re backed by industry leaders in insurance and tech, and we still have room to grow — that’s where you come in. 

 

The Retention Team Lead role supports Next Insurance’s vision and direction working with our customers and 
their team. They build a positive customer-focused culture, supporting high-achieving Account Managers in
taking care of our customers, and each other. They are responsible for the daily running of the team SLAs,
exceeding our customer and Account Management expectations. They will maintain an in-depth knowledge of
the products and services supported by NEXT Partnerships team and assist with escalations of critical client
situations to ensure timely resolution for all parties.

 
The Retention Team Lead will work with the Retention Team Manager in building an industry-changing view of
Account Management in the small business Insurance space.

 
What You’ll Do:

•  Direct management of an assigned team of Account Managers and collaborate with other Team Leads
• Real-time monitoring of phone, chat, Slack, and ticket queues, making adjustments to achieve daily 
  goals
• Accountability in achieving team level operational key performance indicators (KPIs) - 
  Track individual and team level performance daily/weekly/monthly
• Develop tactics for meeting/exceeding Team and individual Retention KPIs and tracking Account 
  Manager development through Individual development plans and performance management
• Answer Account Manager questions, assist with problems and oversee work for quality and guideline 
  compliance
• Provide quality account management, including interacting with customers, answering customer 
  inquiries, and effectively handling customer escalations
• Create and maintain a culture of teamwork and support, building up members, and removing obstacles 
  to allow Account Managers to focus on our customers
• Assist in hiring by participating in interviews and providing thoughtful feedback on candidates
• Provide input for identified needs in Account Manager training and skills enhancement
• Act as liaison, and provide valuable insights between Operations and other company areas such as 
  Sales, Marketing, Engineering, People Team, & various Project Managers and other teams as needed
• Maintain team compliance to company policies as outlined in the employee handbook

 

What We Need:

• Excellent verbal, written, and interpersonal communication skills
• Outstanding customer service and sales skills and dedication to providing exceptional customer care
• Detail-oriented and high level of accuracy
• Must be self-motivator, self-starter, and results driven
• Positive “can-do” attitude and a desire to contribute to a growing, energetic work environment
• Strong organizational skills and ability to prioritize workflow
• Strong problem resolution techniques and recommend changes to staff and management
• Highly Knowledgeable of Industry and Products with a minimum of one (1) year of Account Management 
  experience preferably in all commercial lines of insurance
• BA or BS in Business, Finance, Insurance, or Management Self-motivated individual to go above and 
  beyond
• P&C license required 

 

Unstoppable Qualities: 

• Personal standard for excellence: Strong process orientation and interest in finding better ways to do
  things
• Fearlessness and adaptability in a fast-moving, ever changing environment and ability to work on 
  multiple tasks at once

 

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position in the location(s) listed. Within the range, individual pay is determined by additional factors, including, without limitation, job-related skills, experience, and relevant education or training. NEXT employees are eligible for our bene