Job Description
Official Title:Director of Client Success
Level: Management
Location: In-Office / Hybrid Preferred; Will consider 100% Remote for the right candidate.
Reports To: CEO
About the Company:
E-Claim.com, LLC, a New Orleans area-based technology company founded in 1999, has a rich history of innovating how Property and Casualty insurance carriers and related entities manage claims. We developed the industry’s first SaaS platform in 2004, and we continuously innovate to solve the critical challenges of our market, including numerous products coming to market in 2024 and beyond.
E-Claim's business is scaling, creating great opportunities for talented individuals looking to join a great team with great products and great clients. If you are passionate about innovation and want to be part of a company that is leading our industry, we would love to have that a conversation.
About the Job:
The Director of Client Success will lead a team of professionals whose sole mission is to serve our clients. The Client Success Department encompasses several business functions including Help Desk Support, Business Analysis, Change Order Management, On-boarding, and Training. In addition to managing a team of direct reports, the Director is also responsible for driving client/revenue retention and identifying revenue expansion opportunities (i.e. upselling and cross-selling opportunities).
We are seeking an individual with sufficient experience and knowledge to formalize this department – this is NOT a “learn on the job” opportunity. To be considered, a candidate must have significant prior experience in a similar management role and must be able to create Standard Operating Procedures (SOPs) and playbooks for each business function. The candidate must be experienced in implementation of SOPs, training and up-skilling the team (currently 5 members), evaluating performance, and building a team to execute all functions as company growth increases these demands.
Key Responsibilities:
- Maintain client relationships by proactively engaging with clients at least monthly, working with them to build success plans, establish critical goals, identify pain points, and deliver proposed solutions.
- Drive client initiatives and internal improvements to enhance client experience, thinking beyond your client base and what improves the overall client experience.
- Align client needs with revenue growth opportunities.
- Enhance client satisfaction and retention through strategic initiatives.
- Manage on-call support, help desk response/escalations, and emergency issues requiring client communication that aligns with our incident response protocols.
- Manage a comprehensive onboarding process to ensure new clients have a smooth and successful implementation.
- Provide comprehensive performance updates to senior management regularly.
- Create and implement Standard Operating Procedures (SOPs) and Playbooks for each core role within Department.
Must-Haves:
- Bachelor's degree in a relevant field preferred;
- 5+ years experience working in Client Success, Client Services, or other similarly client-centric role.
- 3+ years management experience with a team of at least 4 direct reports.
- Deep understanding of client and revenue retention and growth.
- Excellent communication and interpersonal skills. Fluency in English.
- Commitment to service with a leadership mindset.
Nice-to-Haves:
- Previous experience as a Software Business Analyst.
- Previous experience with or knowledge of the insurance claims industry.
- Previous experience with a SaaS company.
Key Performance Indicators (KPIs):
- Client churn rate/Client retention
- Client Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Budget management
- Team management/performance
Compensation:
The target compensation for this position ranges from $75,000 to $100,000 and is dependent upon multiple factors including, but not limited to, education, experience, credentials, and knowledge regarding the SaaS and/or the insurance/claims industry. E-Claim offers a generous benefits package that includes company-sponsored insurance (health, dental, vision, and life), paid time off (PTO),401(k) Plans with up to a 3% match, and a Unit Appreciation Rights (UAR) Plan.
E-Claim is an equal-opportunity employer. Come grow with us!Please note E-Claim is only considering candidates who are already authorized to work in the U.S. without the need for sponsorship.
NO SOLICITATION. Recruiters and job placement agencies,do not contact us.
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