Overview:
The Support Relationship Manager is responsible for ensuring that One Inc clients have a seamless and positive post go-live journey. As the face of the customer experience, you will oversee and represent operational touchpoints that matter most across Support, Engineering, Product, Payment Operations, and Security/Compliance. You will engage with your assigned clients through regular Case activity and trend discussions to stay aligned with top priorities. You will both partner cross-functionally and be hands-on to make sure that Case requests are managed with excellence. In order to optimize the Customer Experience, you will consistently advocate for client needs using the voice-of-customer.
Key Responsibilities:
- Establish strong relationships with Client sponsors (Executive, Business, IT, Treasury) and operational Key Stakeholders.
- Deeply understand the Products that assigned clients have purchased, the use cases that One Inc is solving, and their adherence to implementation ‘best practices’.
- Leverage reporting and dashboards to understand and monitor the operational health of each assigned client and to anticipate and prevent escalations.
- Clearly set expectations regarding Case workflows, communication, and escalation paths to help clients achieve the ideal day-to-day customer experience.
- Review Support trends and insights with each client to help them understand that the overall customer experience is positive and to put challenging requests in perspective.
- Regularly host a productive client-facing Case request alignment discussion to provide a ground level read out regarding the status and next steps for important requests.
- Actively partner with Case Managers and subject matter experts to expedite quality responses/updates and resolution for high impact situations, while expanding your knowledge to be even more effective at managing client expectations.
- Identify and communicate the top client journey gaps and opportunities so that CX Leadership can facilitate continuous improvement that will increase our net promoter score.
Skills & Abilities:
- Expert relationship management and communication, including presentations and storytelling.
- Ability to understand business requirements and translate those to functional and technical stakeholders.
- Working knowledge of cloud-based case management and ticketing systems (i.e. Salesforce, Jira) and Support case lifecycles.
- Strong determination to understand client needs and to seek out a mutually beneficial answer/solution.
- Team player; works collaboratively with all departments to achieve desired results.
- Working knowledge of insurance industry and/or payment processing standards and trends.
- Working knowledge of SaaS technology and/or experience representing software products and services.
- Ability to travel up to 25% onsite to customer locations, conferences, or company events.
Education & Experience:
- Bachelor’s degree and 2-5 years relevant experience; or 5+ years relevant experience
- Insurance and/or payments experience preferred
Desired Traits:
- Growth Mindset, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development
