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| Job Category : | Management |
| Company Name: | Zywave |
| Position Name: | Digital Customer Success Manager – Remote |
| Location : | 10100 West Innovation Drive, Milwaukee, WI 53226 |
| Job Description : | Do you want an invitation to create high-trust digitally immersive and prescriptive experiences that help customers see the value of their purchase? Are you craving a team culture that feels more like a creative studio than an office job? In the role of Digital Customer Success Manager (CSM) you will work as part of a B2B SaaS insurtech digital customer success team operating and building 1:M (1-to-Many) programs such as webinars, email and inapp journeys. The team analyzes customer data and applies it towards developing/enhancing new/current programs to improve the value Zywave customers receive from our software tools. In this role you will work across a large portfolio of small and medium size Zywave customers. Your success will principally be evaluated on CSAT (NPS), Retention, and customer advocacy (references, referrals). What You Get to Do Listen to our customers. Analyze critical moments of truth along the customer’s life cycle and uncover opportunities to engage with them. Guide our customers- craft prescriptive communications through digital channels (email, appcues, or the like) or design and lead webinars experience. Our customers need a guide, and you get to be one. Collaborate with others. If the work you want to get to do involves working with others from all walks of life and in all different types of function – you will find this work to be rewarding. Our program, and our ability to advocate for our customer, requires intense and generous collaboration. Make things happen. With your team, be a point of escalation. Marshall all the right internal resources so that our customers feel amazing taking advantage of our self-service assets. If those assets don’t exist, collaborate with others to get the customers what they need – make things happen. Analyze. Yes, we are creative, but our work is data-driven. You get to leverage data to determine how we might best bring the customer a value-delivering message at the right time, right place, and to the right user. Learn something new. In order to serve the insurance industry, we must understand it. If you don’t know insurance, you get to learn a new industry here. Encourage customers to evolve. Through understanding our customers and their needs, are there ways we can help them realize more value through cross sell and up sell opportunities? Ask questions. If you haven’t noticed yet, we are generous question askers. You can understand the answer until you understand the question you’re trying to solve. Through our process of question asking and discovery, our team stood up a program, completed 33 cross-functional projects, and is set to design several new programs this quarter. This is the opportunity for the person who wants to explore, probe, and make things happen. Here’s How We Hope You Can Lead Us: Leadership is a shared responsibility on the Digital Customer Success team. We hope you can lead us in either of the ways below: |
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