Director, Customer Success - Remote

Company: Patra Corporation
Location: Ann Arbor
Posted on: May 10, 2022

Job Description:

Job DescriptionAbout PatraIf you're good at what you do, work anywhere. If you're the best at what you do, come work at Patra! We are leading the way in providing Technology-Enabled Services to the insurance industry. We have a culture first approach that puts inclusivity and work/life balance at the forefront. We do this 100% remotely, always have. About this jobThe Director, Customer Success oversees the day-to-day servicing and managing of assigned Platinum client(s) processes and is the primary point of contact for all organization service lines. They will work collaboratively with all service departments, and offshore teams to identify areas of efficiencies and expansion opportunities. The Client Success Manager candidate needs to be effective at time management and teamwork, possess excellent written and verbal communication skills, be highly adaptable and able to problem solve. This is a work from home position. Core Duties

• Ensure all client delivery milestones are met according to the contracted scope of work
  • Lead and manage on and off-shore Client Success teams
    • Build strong internal and external relationships
      • Develop a comprehensive understanding of leveraging the platform capabilities to maximize business value creation for the clients
        • Measure effectiveness of your Client Success Team by defining, tracking, and reviewing team metrics
          • Manage, coach, and motivate Customer Success Teams across our global offices
            • Work cross-functionally with all teams to help grow and scale our product and company
              • Manage Client Relationships: Involvement in service implementations, regular check-in calls, expansion opportunities and cross/Up Sell Opportunities
                • Manage Processes: Gather and analyze data, create action plan, execute service improvements and efficiencies, monitor average handling and turnaround times, update Job Aids and Workflows, troubleshoot errors/issues
                  • Coordinate/Communicate with Offshore Teams: Meetings with teams, monitor staffing changes, analyze, and resolve production issues, train offshore teams
                    • Sales Support: Assist on prospect calls, support sales with concerns/questions, other internal meetings with sales
                      • Corporate Duties: Department monthly meetings, seminars/training on Patra University, IT training, licensing updates, HR requests/updates, submit expenses, other training as scheduled
                        • Mentoring & Training: Mentoring & training new Client Consultants, Associate Client Consultants, and helping peers with questions
                          • Consulting and/or helping with other resources and departments
                            • Projects as assigned Minimum Requirements – Education & Experience
                              • Minimum 7-10 years industry experience
                                • License preferred but not required
                                  • Internet speed requirements 6 mbps download and 3 mbps upload; No Satellite Knowledge, Skills and Abilities
                                    • Time Management/Organization: Prioritizing, Planning, Focus
                                      • Teamwork: Collaboration, Active listening, Coordination, Idea exchange
                                        • Effective Communication Skills: Oral & written, Strong public speaker, Ability to communicate among multiple levels of an organization, Clarity, Respect, Friendliness, Listening, Engaging & outgoing personality
                                          • Adaptability: Flexibility, Self-management, Decision making, perform well and stay calm under pressure, Optimism
                                            • Emotional Intelligence: Empathy, Humor, Sensitivity, Patience, Diplomacy
                                              • Problem Solving & Analytical Skills: Analysis & Resolution, Observation, Creative Thinking, Ability to anticipate potential issues or problems, Attention to detail, Critical observation, Identifying trends, Deductive reasoning, Strong memory
                                                • Leadership: Project Management, Empathy, Listening, Versatility, Delegation
                                                  • Work Ethic: Integrity & Accountability, Professionalism, Initiative, Self-motivation, Discipline, Commitment
                                                    • Microsoft Suite Proficient: Excel – creating and evaluating spreadsheets and data, creating, and using pivot tables, formulas, formatting, graphs and charts, PowerPoint – collecting, researching, analyzing data and formatting into a presentation, Word – creating/updating Workflows and Job Aids, formatting
                                                      • Other: Knowledge and experience with various Agency Management Systems, Outlook, Zoom and Power BI is helpful. Work Standards
                                                        • Interpersonal Skills:
                                                        • Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
                                                          • Promotes Culture of Respect & Safety:
                                                          • Demonstrates commitment to personal responsibility and value for safety and respect
                                                          • Communicates concerns
                                                          • Uses and promotes safe respectful behaviors based on training and lessons learned
                                                            • Subject to and expected to comply with all applicable Patra Corp policies and procedures Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.

Keywords: Patra Corporation, Ann Arbor , Director, Customer Success - Remote, Executive , Ann Arbor, Michigan