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Manager, Customer Delivery

Manager

Vertafore | Professional Services | East Lansing, MI

Vertafore is looking to recruit outstanding individuals for careers in the technology field right here in East Lansing.  Make an impact and love what you do!  Vertafore is a top provider of software for the insurance industry that keeps transforming. 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 Account Teams. The Customer Delivery Manager is responsible leading Vertafore’s Service Operations Team.  The Service Operations Team is responsible for helping a Vertafore’s service teams be more productive, work more effectively, and deliver better service to our customers.  In this role you will work closely with Sales, Customer Support, Professional Services, Software Development and Product Management.

 

ROLE IMPACT: 

o   Manage and lead a high performing, collaborating team to build relationships with Vertafore’s service teams, help them with issues, and continually delight them with a positive, customer-centric attitude

o   Lead the team to work with internal service staff to ensure they are leveraging Vertafore software, tools, and processes effectively

  • Become an expert in Vertafore’s service model, customer health, and customer service tools and processes with a focus on:
    • Customer health metrics (such as NPS, CSAT, customer sentiment, etc.)
    • Customer communication
    • Best practices
    • Continuous improvement
    • Agile service practices

o   Efficiently manage time to focus on essential activities to ensure customer satisfaction and team engagement

o   Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

o   Manage strategic initiatives to continually evolve Vertafore’s Service Operations

Skills & Requirements

Requirements

  • Bachelor's degree and 5+ years of experience in customer-facing role, such as Customer Success, Professional Services, Customer Support 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
  • Confident, high energy, self-motivated and a true team player
  • Experience working with senior and executive level customer contacts
  • Demonstrated ability and desire to work and excel in fast-paced environment
  • Excellent multitasking and project management skills
  • Understanding of Internet and web applications with a desire learn new technologies
  • Ability to understand and articulate technical concepts and derive solutions
  • Must possess a proven understanding of corporate business world; prior experience in SaaS or Insurance is preferred
  • Well-organized, with a high attention to detail and ability to prioritize
  • Proficiency with MS Office
  • Salesforce experience preferred
  • Gainsight experience a plus
  • Insurance industry experience is a plus