[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Riskonnect, Inc. is the leading integrated risk management software solution provider that empowers organizations to anticipate, manage and respond to strategic and operational risks. The Customer Success Manager will maintain a book of business to ensure client satisfaction and realization of the Riskonnect value proposition, acting as the owner of the overall account relationship with clients.ResponsibilitiesEnsures good customer health of client bookExecute ongoing improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)Manage client renewalsMaintain regular contact with key decision makers and stakeholders and schedule stewardship meetings as appropriateWork across the firm to drive resolution of identified issues and escalate issues where appropriateEnsure customer's desired outcomes are well understood, documented, and monitoredCollaborate with Success Consultant on day-to-day client requests, including attending status meetings and escalate service issues where appropriateArticulate client needs objectives and work across the firm to develop and propose solutionsRecommend and coordinate cross-functional improvements to the Customer LifecycleExecute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc)Enterprise contract renewal negotiationsTrack results from action plans and follow escalation procedures when appropriateIdentify Upsell and Cross Sell OpportunitiesMap customer stakeholders & users to Customer PersonasPartner with Account Executives during Quarterly Business Reviews to create client growth strategyFeature Request ManagementMaintain knowledge of Riskonnect products/services and industry trendsTravel to client sites as neededSkills5+ years of Experience in Customer Facing role in the Enterprise Software IndustryFamiliar with MS Office and GainsightAbility to track and organize action items across enterprise software clientsAbility to prioritize workload and execute in a fast-paced environmentAbility to build customer relationships using remote communication tools (e.g.: phone, email campaigns, conference calls, web training)Ability to develop senior-level relationshipsAbility to drive insights and adoption recommendations to customers by analyzing customerStrong empathy for customers and ability to see value through their eyes requiredAnalytical and Process Oriented MindsetAbility to communicate clearly and articulate complex concepts and ideas to customers and executivesMake timely decisions and have sound judgmentAbility to support across USA time zonesMust be authorized to work in the United StatesEducation: Bachelor's Degree Preferred8+ years of Knowledge of the Insurance Industry/SaaS experienceCompany OverviewRiskonnect is the leading integrated risk management software solution provider. It was founded in 2007, and is headquartered in Kennesaw, Georgia, USA, with a workforce of 1001-5000 employees. Its website is http://riskonnect.com.