CUSTOMER SUCCESS MANAGER

It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do. We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture, and, as part of our commitment, we have signed up for a number of pledges and programmes designed to support and nurture our people.No matter where you sit or which team you are a part of, we want you to know that you contribute in helping us to shape where the company will be in the future. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work. The Customer Success Manager at Open GI is a key role focused on ensuring the successful adoption and optimal use of our insurance software solutions by clients, including Brokers, Insurers, and MGAs. Working closely with and providing support to Account Managers/Directors, this role involves developing robust client relationships, enhancing customer experience, evaluating and addressing customer needs including product requirements. Fostering trust and transparency, the Customer Success Manager will support customer onboarding for new solutions, identify and close product gaps, drive retention and renewals to promote customer loyalty. Your key responsibilities Develop healthy customer relationships: •Monitoring Customer surveys, with a focus on areas with low survey scores- engaging with the customer and internal departments to develop a plan to improve the areas. •Monitor customer happiness trends and alert internal stakeholders. •Regularly review transactional data at customer-level to spot trends and produce reports for internal use. Enhance customer experience and knowledge •Enhance customers' use of the system. •Build training plans with customers. •Utilise internal resources such as Solutions Managers to plan Process Reviews and Consultancy Studies. Evaluate Product and wider customer needs •Understand customer requirements and goals, developing customer success plans to help them achieve these aims. •Collate customer needs individually and as trends to create product requirements/enhancements. •Establish growth areas for customers and create business cases for internal assessment. Build trust and transparency •Proactively engage and establish communication with customers to enable regular updates focusing on the success of the customer. •Enable transactional growth for the client (e.g. supporting the launch of a new product) •Keep abreast of market trends and competitor activities to inform strategic decisions and provide valuable insights to the team. •Support in the communication of the product road maps and coordinate and update the client on how this impacts them. Customer onboarding – new solutions •Maintain a view of customer projects and ensure the customer views the delivery as a success. •Provide feedback internally on project delivery and success measures (e.g. time savings, cost savings, additional GWP, etc). Customer Retention/Renewals •Review customer contracts and provide alerts where contract-term is reaching a re-negotiation point. •Assist with information needed to prepare new Long Term Agreements (LTAs). •Identify opportunities for up-selling and cross-selling. Monitor system use •Maintain checks on seat count, transactional units, and license bandings. •Provide information to Account Directors for license rectification or opportunities for additional sales. Promote customer loyalty •Devise loyalty programs. •Help develop reference sites, case studies and testimonials. •Assist marketing with sales collateral based on customer success. System stability and use: •Monitoring support ticket levels and escalate where needed. •Monitoring product asks and escalating where needed. •Maintain oversight of escalations. •Checking internal processes/support are addressing issues in a satisfactory timescale. Qualifications Educated to degree level (advantageous) Experience Broad awareness of contractual terminology Proven experience in customer success, account management, or similar role in the software or insurance industry Knowledge of software development and full product lifecycle (advantageous) Knowledge of all aspects of Open G I software solutions (advantageous) Experience of insurance broking business processes (advantageous) Experience in managing multiple parties including third party suppliers In-depth understanding of software solutions in the insurance sector Skills Excellent communication, interpersonal, and problem-solving skills Ability to understand client needs and translate them into actionable solutions Good time management, planning and prioritising skills Commercially Focused Ability to multi-task, accept and meet deadlines Ability to interpret and present statistics both to customers and colleagues Strong understanding of Open GI technology, current market, and emerging technologies digital/cloud/mobile Good working knowledge of MS Products Aptitudes Practiced and effective listener Time Management – Organised with attention to detail and accuracy embedded in working practice Ability to demonstrate good interpersonal and relationship management skills Ability to present to audiences at all levels in a concise and articulate manner Mission and Values Our mission is to be both the Technology Partner and Employer of choice for the UK General Insurance Market. Our values are central to this vision, as they represent how we collaborate how we work together in synergy and continually deliver for our customers: Accountability: We take personal pride in finding solutions and achieving results Innovation: We lead the market by being proactive, product-led and forward thinking Teamwork: We work collaboratively, recognising and celebrating success Trust: We build trust on integrity, transparency and respect We are looking for an individual who embraces our values in their actions, decisions, communications and processes to inspire positivity and, ultimately, exceptional performance. Benefits package A competitive salary depending on skills and experience Company pension Bonus opportunity Life assurance and critical illness cover Cycle to work scheme Perkbox – an exclusive platform offering a wide range of discounts and benefits Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme A hybrid approach to work Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work Social clubs - whether you’re into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together Wellbeing – wills at work scheme, employee assistance programme and mental health first aiders Please note that this role will be based in our Worcester office, and we are looking for candidates who are currently based within a 50-mile radius of the office. To apply for this role please fill out the application form and send us your CV.