ReSource Pro

Customer Success Manager

• Serve as the senior point of contact and strategic liaison between key clients/internal stakeholders and operational units, leading complex onboarding efforts and owning the end-to-end tracking of high-impact requests through established workflow/ticketing systems (30% of time).
• Act as the senior owner for service delivery performance across assigned accounts, monitoring KPIs/SLAs, overseeing major incidents to drive root-cause analysis, championing continuous process improvements, and producing executive-ready performance reports (30% of time).
• Develop and deepen executive-level relationships, driving sustained revenue and account growth by leading structured, data-driven QBRs and proactively identifying upsell, cross-sell, and solution expansion opportunities in partnership with Sales and Account Management (30% of time).
• Collaborate with co-workers and supervisors to meet client needs, look for opportunities to build expertise in underwriting, and serve as a resource and mentor to junior team members while helping lead new hire training (10% of time).
• Support a positive, respectful, and collaborative workplace culture by promoting open, solution-oriented communication, encouraging teamwork, and maintaining a focus on shared goals and productivity.

Senior Client Success Consultant

Solutions Engineer

• Leverage Subject Matter Expertise: Act as the P&C insurance domain expert during the sales process for carriers, MGAs, and brokers.
• Conduct detailed needs assessments, lead consultative client discussions, and help develop ReSource Pro’s integrated service and product solutions stack.
• Develop & Deliver Solutions: Lead the solution development and blueprint creation process.
• Architect specific, detailed solutions (encompassing data, analytics, automation, and processes), manage cross-functional teams to ensure a cohesive strategy, assess operational/financial risks, and lead solution defense conversations with clients.
• Contribute to Thought Leadership: Enhance ReSource Pro’s position as an industry leader by leading webinars, authoring white papers, contributing to the corporate blog, and engaging at industry trade shows.
• Drive Cross-Functional Efficiency: Support RFI/RFPs and analyst relations.

Solutions Architect

Account Executive

• Develop and maintain deep, influential relationships with C-level executives, stakeholders, and decision-makers within assigned retail insurance accounts.
• Act as the primary trusted partner to understand their unique business goals, challenges, and activity.
• Drive account strategy, planning, and execution to achieve annual sales and retention targets.
• Introduce new products and services, manage the entire sales lifecycle, and use insurance industry knowledge to deliver compelling, value-based propositions that close sales.
• Work seamlessly with our global Service Delivery, Operations Advisory, and Solutions teams to onboard new services and ensure client satisfaction.
• Stay ahead of market trends and actively network within associations and trade groups to generate new business opportunities and elevate our brand visibility.

Business Development Client Executive, Insurance Carrier Vertical

• Create processes and cross-functional project plans for the onboarding of large strategic clients
• Manage communications to client contacts ranging from C-level executives to general staff.
• Lead client deliverables, including metric reporting and the establishment of governance plans.
• Execute effectively by training client employees and creating comprehensive procedure documentation.
• Analyze productivity and capacity to provide critical input for strategic client planning.
• Identify trends in service delivery to proactively manage client expectations and results.
• Develop and deliver executive-level presentations regarding ReSource Pro’s engagement and services.
• Partner with Client Executives to identify and facilitate opportunities for service expansion.
• Facilitate process improvement sessions to optimize operational effectiveness for our partners.
• Resolve complex escalations to ensure standards are met for both internal teams and clients.
• Coordinate with IT and internal functional departments to meet common goals and deliverables.

Partnership Executive – Customer Success Manager

Director

• Build, develop, and lead a team of client advisors, driving performance through clear quota setting, regular pipeline inspection, and disciplined forecasting.
• Conduct quarterly and annual performance reviews tied to sales outcomes, including win rates, deal velocity, and account growth.
• Support your team in the field through client visits and remote calls to contribute to deal strategy and advance the sales pipeline.
• Ensure client satisfaction and retention by fostering trusted partner relationships that increase utilization of ReSource Pro services.
• Work closely with on- and offshore delivery teams to troubleshoot concerns and negotiate renewal terms.
• Contribute to the development of organizational business development standards, practices, and cross-team learning initiatives.
• Foster a collaborative and solution-oriented workplace culture by upholding professionalism and engaging in constructive conversations.
• Maintain individual contributor account management responsibilities for a portfolio of key accounts.

Senior Client Success Consultant

Solutions Architect

Business Development Client Executive, Insurance Carrier Vertical

Partnership Executive – Customer Success Manager

Director, Client Development