Overview:
The Senior Support Relationship Manager is responsible for ensuring that high value One Inc clients have a seamless and positive post go-live journey. As the face of the customer experience, you will oversee and represent operational touchpoints that matter most across Support, Engineering, Product, Payment Operations, and Security/Compliance. Within the Support Relationship team, you will be a knowledge hub providing subject matter expertise and tactical best practices. In order to optimize the effectiveness of the Support Relationship team, you will provide holistic recommendations and assist in procedural refinement.
Key Responsibilities:
- Expertly manage a portfolio of assigned Strategic / Tier 1 accounts including strong relationships with high value Client sponsors (Executive, Business, IT, Treasury) and operational Key Stakeholders.
- Deeply understand One Inc products and services, including those that assigned clients have purchased, the use cases that One Inc is solving, and their adherence to implementation ‘best practices’.
- Build and leverage reporting and dashboards to understand and monitor the operational health of each assigned client while anticipating and preventing escalations.
- Provide subject matter expertise and tactical advisement to Support Relationship Managers to resolve short term needs while enabling long term growth. Said differently, be a strategic escalation partner to the team.
- Clearly set and refine client expectations regarding Case workflows, communication, and escalation paths to help clients achieve the ideal day-to-day customer experience.
- Host Customer Experience Reviews (CXRs) that provide client executives and senior leadership a holistic understanding of the Support that One Inc is providing.
- Identify knowledge/training needs for clients/staff and participate directly in building resources that establish a foundational understanding of all important topics.
- Participate in targeted messaging campaigns by ensuring cross-functional teams have provided a thorough request that includes a client list, draft communications, contextual data points, and anticipated questions.
- Represent the Support Relationship team perspective within internal cross-functional strategy discussions and advise on how to maximize the upside of change and mitigate risk.
- Identify and communicate the top client journey gaps and opportunities so that CX Leadership can facilitate continuous improvement that will increase our net promoter score.
Skills & Abilities:
- Expert relationship management and communication, including presentations and storytelling.
- Strong determination to understand client needs and to seek out and document a mutually beneficial answer/solution.
- Ability to understand business requirements and translate those to internal or client facing functional and technical stakeholders.
- Experience with both client facing and internal documentation for multiple use cases: User Guides, Knowledgebase Articles, Standard Operating Procedures, Client Notification/Announcements.
- Working knowledge of cloud-based case management and ticketing systems (i.e. Salesforce, Jira) and Support case lifecycles.
- Working knowledge of insurance industry and/or payment processing standards and trends.
- Working knowledge of SaaS technology and/or experience representing software products and services.
- Ability to travel up to 50% onsite to customer locations, conferences, or company events.
Education & Experience:
- Bachelor’s degree and 2-5 years relevant experience; or 5+ years relevant experience
- Insurance and/or payments experience preferred
Desired Traits:
- Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development
Physical Demands:
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
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Environment:
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Standard indoor office setting; exposure to computer screens.
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Physical:
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Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.
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Vision:
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See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.
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Hearing:
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Ability to hear in the normal audio range with or without corrections.
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Company Profile: One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One™ - a cohesive and seamless experience for both inbound and outbound digital insurance payments.
The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.
Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.
One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.
