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Customer Success Manager at InsCipher

Posted in Information Technology 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Pleasant Grove, Utah

Job Description:

As the Customer Success Manager, you’re our clients’ BFF. You train them, onboard them, and support them. After a prospect becomes a client, well that’s your time to shine. You saddle up, take the reins from Sales, and you’re off the races, showing new and existing clients how easy InsCipher makes running their business compared to their old-school ways. With customer success as our #1 goal, your hard work is meaningful, recognized, and rewarded and clients are always happy to hear from you.

About Inscipher

If you’re like us and want the benefits and stability of an established company but the autonomy and innovation of a SaaS start-up, this is it.  As a subsidiary of Veracity Insurance Solutions, InsCipher simultaneously provides great benefits and resources while operating and innovating independently. 

So what do we do? Well, first let’s face it: the world of insurance is boring and old school. Well, it was anyway. InsCipher’s innovative, one-of-a-kind software and services change that by bringing clients into the 21st century, helping them easily automate their processing, filing, and compliance. Wanna know more? You can check out this video for an overview of InsCipher. And if you’re confused about the world of insurance, don’t stress. So were we. Trust us, it’ll all make sense when you get here.

A Day in the Life of the Customer Success Manager

As part Implementation Specialist part Customer Success Manager, your role is absolutely vital. And while there may not be a “typical” day in your role, most days will consist of on-boarding and training new clients and  ensuring existing clients are getting what they pay for. Daily tasks will be a mix of coordinating client hand-offs with Sales, introductions and training's with new clients, and conversations with existing clients to ensure they’re using all of InsCipher’s features and services to make their own jobs easier. 

We’ll also rely on you to improve our customer retention practices. Ultimately, we want to grow this team to multiple people so anything you can do to build not just best practice but repeatable processes benefits us and our customers in the end. 

Some common activities for you would include:

  • Updating and creating customer help guides and implementation guides

  • Creating tutorial videos (screen-share) to showcase functionality

  • Proposing UX and UI enhancements to make our system more intuitive.

  • Improving our technical documents

  • Building our help desk processes and a better ticketing system.

  • Improving how we collect and import client data for account setup.

  • Creating internal SOPs and training videos to improve configuration and simplify the on-boarding process.

What You Need to Succeed

We value attitude over experience, ideas over rank, and innovation over tradition. As such, we’re looking for someone who fixes problems when he/she sees them, goes the extra mile with customers, volunteers new ideas naturally and frequently, seeks answers and solves problems on their own before turning to others,  and isn’t scared to get their hands dirty to solve a customer’s complex problem. 

If you like receiving a rule book, doing the same thing every day, and keeping to yourself, please don’t apply. But if you like writing the rule book, figuring out new and better ways to do things, are passionate about helping others, and you’re as joyful to work with as we are,  please do! We believe in being transparent with each other, accountable to each other, becoming product and industry experts, and working independently and collaboratively. If you’ve got those traits, you’re destined for greatness here. 

The Benefits of Working Here

Does it matter if we have a ping pong table and endless soda? Not if your manager is a dweeb and the team sucks. Fortunately, they’re both awesome. This team is humble, hungry, and smart and the biggest benefit is working with people on a single mission to change the world of insurance and improve our clients’ businesses. The big benefits are working in a growing company for a great manager on a collaborative team doing work that matters. Of course, we know that doesn’t pay the bills so we offer competitive salaries, bonuses, and terrific health, dental, vision and other benefits. Love time off? So do we. That’s why you have four weeks of time off each year to get your tan on and see the world. 

For the right candidate, we’re open to this position being remote up to half-time. So if you like a blend of working in and out of the office, we should talk over bottomless soda and ping pong. 

Skills & Experience You Possess

  • Bachelor’s degree preferred (or equivalent years of experience)

  • Spreadsheet skills in Microsoft Excel or Google Sheets (pivot table, v-lookups, sumifs, macros, etc)

  • Experience working with a CRM and client-facing support ticketing software

  • Project management specific education or certification is preferred

  • Experience working in Agile software development environment