Primary Purpose:

Ensure customers derive maximum value and utilization from our technology and services such that they renew, expand and become advocates for National General in the marketplace. Champion National General Technology Solutions within our customers organization and ensure we deliver on the promises and potential of our technology. Complement the existing Sales and Support team on accounts by providing a proactive, programmatic and long term vision of the customer's journey with value and retention at the core of that journey.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Lead and direct a team of talented, dedicated, and knowledgeable enterprise account managers and technology support team
• Interface with key stakeholders, providing tactical and strategic insight and support
• Analyze and interpret complex sets of data and information and turn them into actionable insights
• Ensure timely reviews with clients and ongoing c-level relationship with their business
• Drive Customer Success Outcomes
• Define and Optimize Customer Lifecycle
• Manage Customer Success Activities
• Measure Effectiveness of Customer Success
• Enhance Effectiveness and Efficiency Through Technology
• Coach team on recognizing "warning signs" for at risk clients and develop retention strategies to retain them
• Inspire Customer Success Across Company
• Create company-wide culture of Customer Success
• Find ways to deeply understand our customers objectives and become a trusted right-hand advisor
• Determine how to define, drive, and demonstrate the value (ROI) delivered
• Present on behalf of National General Technology Solutions at a client meeting or conference
• Recommend customer service performance standards, utilizing industry best practices and ensuring the implementation of organizational customer service strategies
• Monitor programs and procedures to ensure on-time delivery and customer satisfaction; proactively identify trends and issues and make adjustments
• Collaborate with client team members, and leadership and other third parties to identify and resolve system or process issues and program implementation
• Lead, manage and develop a client service team, including: hiring, retention, performance management, and succession planning
• Develop and support the implementation of effective methods to gather and assess customer feedback as the basis of continuous customer service improvement

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor Degree or in-lieu of degree equivalent education, training and work-related experience
• 5+ years of experience in Customer Success leadership
• 5+ years of experience with SaaS or cloud-based products in some capacity (support, sales, business development or R&D roles)
• 5+ years of experience in leading customer-facing organizations
• Solid general understanding of cloud architecture, SaaS services technologies
• Experience with SaaS/cloud software support contracts and business models
• Experience with SaaS/cloud product success metrics and analytics-driven customer success methodologies
• Experience in the Health Insurance industry is preferred
• Ability to manage a team with strong management skills and a team first mentality
• Ability to manage influence through persuasion, negotiation, and consensus building
• Proven ability to handle stressful situations and excellent at diffusing tension
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Organized, consistent, and persistent with internal teams and customers
• Data driven, with strong natural instincts to solve customer problems
• Good communicator and excellent presentation skills
• Must thrive in a multitask environment, and be comfortable taking the lead with strategic accounts, guiding staff on-boarding accounts with internal teams, supporting new program opportunities offered to accounts, generating and maintaining business partnerships and expanding the National General Technology Solutions brand within existing clients and new business development
• Travel will be required

Desired Skills:

• Insurance industry background
• Advanced degree
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
• Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
• Knowledge of MS Projects, Access and Visio

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