Riskonnect, Inc.
Customer Success Manager (TPA - SaaS)
Riskonnect, Inc., Beverly Hills, California, United States, 90211
POSITION:
Technical Customer Success Manager – Enterprise/SaaSLOCATION:
Remote – CaliforniaWHY JOIN US?Riskonnect, Inc. is the leading integrated risk management software solution provider. We explore ways to deliver new value, foster creativity, and reach beyond boundaries. We use drive and commitment to energize, engage, and inspire others. We do what is important and strive for continuous improvement, working with passion, and purpose. We act with mutual respect, communicate fearlessly, and collaborate to leverage our collective talents.THE TEAMTeamwork is the heart of Riskonnect. We thrive on collaboration, believing it's the key to our growth and innovation in risk management. We encourage feedback, offer advancement opportunities, and support continuous learning. Join us to experience a culture that values teamwork and embraces a collaborative mindset.THE OPPORTUNITYIn this role, you will serve as the dedicated Customer Success Manager for one of our key clients. You will maintain a book of business to meet defined goals and guarantee client satisfaction and realization of the Riskonnect value proposition. Responsibilities include overall account management for the client accounts, scheduling and leading periodic meetings, customer service and problem resolution, coordination of software upgrades/releases, and periodic evaluation and suggestions on software utilization.Responsibilities:Ensures good customer health of client bookExecute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)Facilitate business requirement meetings for new or enhanced functionalityAct as a liaison between Riskonnect, client, and 3rd partiesAct as point person for any issues that need to be escalatedMobilize the right people to get involved from within the client, Riskonnect and any other outside organizationsProvide management status reports on projects and support issuesFacilitate and coordinate any data projectDevelop and maintain operational proceduresAct as project manager for any large projectManage and oversee any Riskonnect dedicated resources for the clientWork with the client to develop technical and business specification for enhancementsWork with users on the deployment of the enhancementUnderstand business need of enhancement requests submitted by the clientClarify enhancement request to ensure both parties have same understandingObtain additional information to complete either the analysis or the actual workEvaluate the business need and determine if it is appropriateProvide a weekly report of the open Enhancement RequestsCollaborate closely with developers to implement the requirementsPrepare Amendment Documentation that includes initial specification detailsDevelop and execute test plans/use case scenariosSupport system conversions, upgrades, enhancementsPrepare and coordinate training materialsPrepare and manage User Acceptance Certificates, approvals, and invoicingCross-train application support analyst on enhancement specification and testingWHAT MAKES YOU A FIT?If you're an innovator and a pioneer who's passionate about not just your own success but also contributing to the success of both our internal and external customers, you're exactly the kind of candidate we're looking for. You thrive in a fast-paced environment where your success is intertwined with the satisfaction and achievement of both customers and teammates.ESSENTIAL SKILLS AND REQUIREMENTSA bachelor's degree is preferred8+ years of Experience in Customer Facing role in the Enterprise Software Industry (SaaS)Proven experience in performing database analysis using SQLAbility to configure Claims Enterprise using standard expressions as well as advanced expressions requiring JavaScript / jQuery technical experienceIndustry Knowledge in California Workman’s Compensation, Bill Review Processing, Liability, Protected Leave Management, Disability Compliance, Interfaces, etc.Local government enterprise claims experienceFamiliar with MS Office and/or Google SuiteAbility to track and organize action items across 20-30 enterprise software clientsAbility to prioritize workload and execute in a fast-paced environmentAbility to build customer relationships using remote communication toolsAbility to develop senior-level relationshipsMake timely decisions and have sound judgmentWHY BE A PART OF OUR TEAM?Delivering innovative solutions backed by world-class customer service starts with having the best talent. Our 1000+ professionals are valued for the kind of inspired thinking and collaborative spirit that keeps us at the forefront of our industry. For the past three years, Riskonnect has been recognized as a Best and Brightest Company to Work For (Nationwide).If you read this and thought “I can do this!” then please submit your qualifications and apply directly at Riskonnect.com/company/careers/To learn more about Life at Riskonnect, visit us at
Riskonnect Life .Riskonnect is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
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Technical Customer Success Manager – Enterprise/SaaSLOCATION:
Remote – CaliforniaWHY JOIN US?Riskonnect, Inc. is the leading integrated risk management software solution provider. We explore ways to deliver new value, foster creativity, and reach beyond boundaries. We use drive and commitment to energize, engage, and inspire others. We do what is important and strive for continuous improvement, working with passion, and purpose. We act with mutual respect, communicate fearlessly, and collaborate to leverage our collective talents.THE TEAMTeamwork is the heart of Riskonnect. We thrive on collaboration, believing it's the key to our growth and innovation in risk management. We encourage feedback, offer advancement opportunities, and support continuous learning. Join us to experience a culture that values teamwork and embraces a collaborative mindset.THE OPPORTUNITYIn this role, you will serve as the dedicated Customer Success Manager for one of our key clients. You will maintain a book of business to meet defined goals and guarantee client satisfaction and realization of the Riskonnect value proposition. Responsibilities include overall account management for the client accounts, scheduling and leading periodic meetings, customer service and problem resolution, coordination of software upgrades/releases, and periodic evaluation and suggestions on software utilization.Responsibilities:Ensures good customer health of client bookExecute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)Facilitate business requirement meetings for new or enhanced functionalityAct as a liaison between Riskonnect, client, and 3rd partiesAct as point person for any issues that need to be escalatedMobilize the right people to get involved from within the client, Riskonnect and any other outside organizationsProvide management status reports on projects and support issuesFacilitate and coordinate any data projectDevelop and maintain operational proceduresAct as project manager for any large projectManage and oversee any Riskonnect dedicated resources for the clientWork with the client to develop technical and business specification for enhancementsWork with users on the deployment of the enhancementUnderstand business need of enhancement requests submitted by the clientClarify enhancement request to ensure both parties have same understandingObtain additional information to complete either the analysis or the actual workEvaluate the business need and determine if it is appropriateProvide a weekly report of the open Enhancement RequestsCollaborate closely with developers to implement the requirementsPrepare Amendment Documentation that includes initial specification detailsDevelop and execute test plans/use case scenariosSupport system conversions, upgrades, enhancementsPrepare and coordinate training materialsPrepare and manage User Acceptance Certificates, approvals, and invoicingCross-train application support analyst on enhancement specification and testingWHAT MAKES YOU A FIT?If you're an innovator and a pioneer who's passionate about not just your own success but also contributing to the success of both our internal and external customers, you're exactly the kind of candidate we're looking for. You thrive in a fast-paced environment where your success is intertwined with the satisfaction and achievement of both customers and teammates.ESSENTIAL SKILLS AND REQUIREMENTSA bachelor's degree is preferred8+ years of Experience in Customer Facing role in the Enterprise Software Industry (SaaS)Proven experience in performing database analysis using SQLAbility to configure Claims Enterprise using standard expressions as well as advanced expressions requiring JavaScript / jQuery technical experienceIndustry Knowledge in California Workman’s Compensation, Bill Review Processing, Liability, Protected Leave Management, Disability Compliance, Interfaces, etc.Local government enterprise claims experienceFamiliar with MS Office and/or Google SuiteAbility to track and organize action items across 20-30 enterprise software clientsAbility to prioritize workload and execute in a fast-paced environmentAbility to build customer relationships using remote communication toolsAbility to develop senior-level relationshipsMake timely decisions and have sound judgmentWHY BE A PART OF OUR TEAM?Delivering innovative solutions backed by world-class customer service starts with having the best talent. Our 1000+ professionals are valued for the kind of inspired thinking and collaborative spirit that keeps us at the forefront of our industry. For the past three years, Riskonnect has been recognized as a Best and Brightest Company to Work For (Nationwide).If you read this and thought “I can do this!” then please submit your qualifications and apply directly at Riskonnect.com/company/careers/To learn more about Life at Riskonnect, visit us at
Riskonnect Life .Riskonnect is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
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