Customer Success Manager (Governance Risk & Compliance)

• Ensures good customer health of client book
• Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
• Manage client renewals 
• Maintain regular contact with key decision makers and stakeholders and schedule stewardship meetings as appropriate
• Work across the firm to drive resolution of identified issues and escalate issues where appropriate
• Ensure customer's desired outcomes are well understood, documented, and monitored
• Collaborate with Success Consultant on day-to-day client requests, including attending status meetings and escalating service issues where appropriate.
• Articulate client needs objectives and work across the firm to develop and propose solutions
• Recommend and coordinate cross-functional improvements to the Customer Lifecycle
• Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc.)
• Track results from action plans and follow escalation procedures when appropriate
• Identify Upsell and Cross Sell Opportunities
• Map customer stakeholders & users to Customer Personas
• Partner with Account Executives during Quarterly Business Reviews to create client growth strategy
• Feature Request Management
• Maintain knowledge of Riskonnect products/services and industry trends
• Travel to client sites as needed

• 5+ years of Experience in Customer Facing role in the Enterprise Software Industry
• Familiar with MS Office and/or Google Suite 
• Ability to track and organize action items across 30+ enterprise software clients.
• Ability to prioritize workload and execute in a fast-paced environment
• Ability to build customer relationships using remote communication tools (e.g.: phone, email campaigns, conference calls, web training)
• Ability to develop senior-level relationships.     
• Ability to drive insights and adoption recommendations to customers by analyzing customer
• Strong empathy for customers and ability to see value through their eyes required
• Analytical and Process Oriented Mindset
• Ability to communicate clearly and to articulate complex concepts and ideas to customer and executives
• Make timely decisions and have sound judgment

• Education: Bachelor’s Degree Preferred
• 5+ years or Knowledge of the Insurance Industry/SaaS experience
• Experience in integrated risk management and/or governance, risk, and compliance.

WHY BE A PART OF OUR TEAM? 

Delivering innovative solutions backed by world-class customer service starts with having the best talent. Our 2,000+ professionals are valued for the kind of inspired thinking and collaborative spirit that keeps us at the forefront of our industry. As a Riskonnect colleague, you’ll work alongside some of the best and brightest as you help customers manage some of the world’s most challenging and complex risks. In fact, for the past three years, Riskonnect has been recognized as a Best and Brightest Company to Work For (Nationwide). One year on the list could be a ‘one hit wonder’. Two years initiates a trend. Three years makes us part of a very exclusive club and shows the true essence of our organization is to ‘walk the walk’. We are very proud of this accomplishment. 

If you read this and thought “I can do this!” then please submit your qualifications and apply directly at Riskonnect.com/company/careers/ 

Riskonnect is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.