Customer Success Manager (Remote)

Job Description

### Who is ProNavigator?

ProNavigator is on a mission to make knowledge faster for insurance organizations to boost operational efficiency, improve team satisfaction, and win more clients. ProNavigator's all-in-one knowledge management system, is used by insurance organizations to store, manage, and search business-critical information in a single source of truth. 

At ProNavigator, we’re tackling and solving unique challenges. Every day is an exciting new opportunity to collaborate with colleagues as we build a leading-edge platform and support our clients to do their best work. Our culture is built on the values of openness, collaboration, empathy, hard work, creativity and high performance. We’re looking for new team members who will try new things, share their opinion, move fast, think creatively and have fun. 

### What’s this role all about?

The Customer Success Manager is the driver behind ensuring our clients are able to realize value from ProNavigator. You will work closely alongside other CSMs as well as our sales, product and engineering teams to provide proactive and ongoing support for a portfolio of accounts from initial implementation through to expanding and optimizing adoption. 

Your accountabilities in this role will include:

• Act as the primary point of contact for ProNavigator clients and drive all phases of the client lifecycle including initial setup, user onboarding and adoption, retention and expansion to achieve account KPIs and expansion targets.

• Configure and maintain client platform and content based on their need, knowledge management best practices, and software functionality.

• Regularly meet client stakeholders to share account reporting, highlight new features, provide training, resolve pain points and expand usage / revenue.

• Liaise internally with other functions to support client requests and account growth objectives, managing through to resolution.

• First point of response for end user issues, providing technical support and troubleshooting and working with internal team members to ensure timely resolution. 

• Provide updates on account health and status to internal stakeholders.

• Support Customer Success initiatives to improve processes.

### What do you need to be successful?

The experiences, skills and attributes we think are key to your success are listed below. If you’re excited about this role but don’t meet 100% of these qualifications, we still encourage you to apply – we know there is no match for hunger, curiosity and an ability to figure things out in an often-ambiguous environment. 

• 4+ years of proven account management experience within an enterprise software or SaaS company with experience across implementation, adoption, consulting and sales.

• Knowledge of information / documentation architecture best practices.

• Skilled at building and maintaining diverse relationships (end user to executive, internal and external) and leverages relationships to deliver.

• Adept working with data with strong analysis and reporting capabilities.

• Organized with solid project management skills from understanding needs to planning, providing status updates and managing to delivery.

• Accountable and takes ownership of assigned tasks from start to finish, proactively communicating issues and identifying potential solutions.

• Creative problem-solving capabilities with the ability to identify next steps and coordinate resources to deliver in ambiguous scenarios.

• Clear communication skills and can effectively communicate technical concepts with non-technical audiences in different mediums.

• Able to leverage productivity and office software tools such as CRMs, Microsoft Office and Google Workspace in day-to-day completion of tasks.

• Knowledge of and relationships within the insurance industry is an asset.

• French language skills are an asset .

If you need accommodations during the hiring process, let us know at any time and we’ll make sure you’re set up for success.

### What’s in it for you?

We’re looking for the best of the best to join our team and in return, we invest in the things that are important to our team members including:

• 4 weeks of vacation for all employees to give you the time away from work you need

• Unlimited and flexible time off to help you rest and recover when you’re sick or to manage things that come up in your personal life 

• Remote-first work environment that gives you the flexibility to work wherever you’re most productive

• $1,000 annual professional development budget so you can pursue growth in the areas related to your career goals

• Competitive total compensation package across salary, variable compensation and benefits 

• A culture that focuses on collaboration, transparency and communication and that prioritizes employee feedback as we continue to make investments in our team

Job Type: Full-time

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