Operational Customer Success Manager

Résumé du poste
CDI
Paris
Salaire : Non spécifié
Télétravail fréquent
Expérience : > 5 ans
Compétences & expertises
Multilingue
Gestion de projets
Aptitude à animer des présentations
Direction d'une équipe interfonctionnelle

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Le poste

Descriptif du poste

Your mission

We need your energy and drive to provide ongoing support to our existing clients and increase their retention. You’ll contribute to building relationships, implementing new programs (as a transition from sales prospects to running programs) with the clients and ensuring the operational success of existing programs by liaising with our network of insurance carriers. You’ll provide support to the BD team in the sales process when it comes to discussing the program implementation and operating model and may have to support the Underwriting team on some occasions when it comes to working out the operating model for carriers. You will be involved in providing daily customer support to our clients and help solve their problems and those of their independent workers/end users. You will work closely with the rest of the Customer support team to ensure customer questions and concerns are addressed in a timely manner and liaise with the finance team on program health and profitability. 

What you will do

As a Client success manager, you will work closely with the Head of Operations, the BD sales and Underwriting teams and as well as internal and external stakeholders to :

  • Collaborate with BD on the presales discussions when it comes to explaining our capacities, launch a demo of our platform and capacity to handle programs and claims and define an operating model aligned on client expectations and capacity.

  • Making sure the customer journey is clear and SLAs are aligned with our clients / internal expectations and the carrier selected by the Underwriting team. 

  • Launch the new programs signed by the BD sales team and orchestrate the implementation with internal and external parties involved.  

  • Define and execute our client program servicing process hand in hand with our BD sales team to develop our existing relationships and increase the retention for our clients across the world

  • Track and report on program performance : update and report on KPIs around the program health and financials, customer support, claims and complaints  activities. 

  • Increase client / customer retention through promoting the value of our product, suggesting (together with the BD and Product teams) possible product improvements or additional services through client and customer feedback, identify pain points and possible mitigations and sort out their resolution, etc.

  • Assist in creating training materials and training/educating users on the features we are providing on our platform and our product benefits.

  • Support the Customer support team by helping in handling client/end user queries - allowing you to understand the pain points at different stages of the customer journey, helping resolve them and act as a second level of escalation for complaints.

  • Liaise with Finance and assist on matters related to invoicing and financial flows of the programs in your portfolio.

  • Work with cross-functional teams to improve value proposition : work with notably Product, Marketing, Operations and Tech to address customer requirements and pain points.

Proactive strategic thinker : Provide proactive customer intelligence on our existing clients, market trends and ideas to the internal stakeholders.


Profil recherché

What you will bring 

  • You have proven experience in client account management : you have at least 5-7 years of experience in a position as a Client Success Manager or Account manager in insurance or financial services. 

  • You are at ease with project management techniques and know how to implement new partnerships by coordinating external and internal stakeholders.

  • Ideally you would have some experience in handling high level customer support queries to help you get insight in the custom journey and potential pain points.

  • You are a fast learner and a curious problem-solver with a test-and-learn mindset :  you will know the local markets better than us and be able to adapt as you go along in order to win

  • You have great communication and presentation skills. You are fluent in French and English with additional EU languages being a definite plus (English is our working language).

  • Bonus if you have an established relevant network in the Platform Workers, Mobility or Bancassurance space.

What we offer 

  • 🤝Full-time permanent contract with a competitive package and equity in the Company

  • 🚀 A key moment to join one of the fastest growing insurtech

  • 🌐An Entrepreneurial environment with colleagues from diverse and international backgrounds with English as our working language

  • 🏢 We are located in the heart of Paris (Morning Iéna) with access to other locations in Paris, weekly sport sessions and monthly events

  • 🍕Restaurant tickets on your Swile card

  • 🏠Hybrid workplace with flexibility

  • 🚉 50% coverage of your transport tickets or bike

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