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Sr. Manager, Strategic Customer Success

Manager

Vertafore | Customer Success | Denver, CO

Make an impact and love what you do!  Vertafore is a top provider of software for the insurance industry that keeps transforming. We create award-winning solutions to boost productivity, lower costs and help agents and carriers grow their businesses. We respect and value our team, and we look to bring the best talent together to make our future even stronger.

 

We are currently seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team. The Senior Manager, Strategic Customer Success is responsible for leading a team to cultivate and maintain strong relationships with Vertafore’s largest customers to create high levels of customer satisfaction. The Senior Manager, Strategic Customer Success works closely with Sales, Customer Support, Product Management, Professional Services and Finance teams to ensure customers are pleased with Vertafore.

 

ROLE IMPACT:

 

  • Manage and lead a high performing, collaborating team to build relationships with assigned strategic customers, help them with issues, and continually delight them with a positive, customer-centric attitude
  • Lead the team to work with customers to ensure they are leveraging Vertafore software solutions effectively and finding value in our services
  • Manage or oversee major multiphase projects to help Vertafore customers succeed with their products
  • Become an expert in Vertafore’s solutions and educate customers and the team on the use and benefits of our products
  • Work closely with Sales, Support, Professional Services, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues as well as ensuring alignment
  • Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, team engagement, account renewal, and account growth
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
  • Manage strategic initiatives to continually evolve Vertafore’s Customer Success program
  • Occasional travel to customer sites
Skills & Requirements

REQUIREMENTS:

 

  • Bachelor's degree and 5+ years of experience in customer-facing role, such as Customer Success, Professional Services or Account Management
  • 3+ years of experience leading a high performing team and managing employees
  • Possess strong phone, written and verbal communication skills with excellent presentation skills
  • Project management background preferred
  • Confident, high energy, self-motivated and a true team player
  • Experience working with senior and executive level customer contacts