Customer Success Manager
Mollie
Salary
💰 $75,000 - $95,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Realm
About the role
- Manage High-Volume Submissions and Accounts: Independently manage a large portfolio of middle-market commercial submissions (1000+) and customer accounts (300+), ensuring efficient processing and accurate data entry within the CRM.
- Drive Process Automation and Efficiency: Proactively identify and recommend opportunities for automation, process improvements, and playbooks to increase productivity and achieve outsized impact.
- Provide Excellent Customer and Partner Support: Engage with prospects, customers, and agency partners via multiple communication channels (chat, email, video) to explain value propositions, resolve support requests, and ensure a positive experience.
- Support Underwriting and Policy Issuance: Assist Production Underwriters and producers with quoting, binding, and issuing policies; follow up on submissions in a timely manner.
- Collaborate with Cross-Functional Teams: Work closely with Partnerships, Finance, and capacity partners on various activities, including loss runs, endorsements, audits, and strategic customer service initiatives.
- Master and Apply Product Knowledge: Quickly gain a deep understanding of new and specialty commercial insurance products to effectively support customers and partners.
- Manage Account Activities: Handle all account management activities, scheduling meetings, running reports, data collection and policy management.
Requirements
- 3+ years of experience in a client-facing role such as customer success, account management, or sales, demonstrating strong relationship-building and customer service skills.
- Proven ability to gather, analyze, and report on data, with proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook) or Google Suite.
- A strong problem-solving approach, with the ability to identify and address customer needs proactively, demonstrating a sense of urgency and a commitment to driving issue resolution.
- Excellent communication and interpersonal skills, capable of clearly explaining information, concepts, ideas, and instructions to diverse audiences.
- Ability to quickly learn and adapt, comfortable to creative and critical thinking, take a problem solving approach and work well independently and recognize when help is needed.
- High school diploma; demonstrates a high sense of urgency, strong organizational skills, a high degree of moral character, maturity, and enjoys working with the public in a team environment.
