Junior Customer Success Manager
Who we are at Embroker
Embroker is the digital insurance company committed to transforming business insurance. With a radically simple approach, Embroker is replacing the 1970’s technology of the insurance industry, with a first-ever end-to-end digital insurance platform that provides better coverage and reduced cost; all in minutes, not hours. Founded in 2015 and headquartered in San Francisco, Embroker has raised over $150M of funding from leading fintech investors.
Radically Simple > Needlessly Complex
The value of this position
We're looking for talented, obsessive Junior Customer Success Manager to join the Embroker Customer Success team. At Embroker, we believe that our success is 100% dependent on the service we provide our customers. We don’t want our customers to be merely satisfied - we haven’t done our job until our customers are wildly successful making better business decisions and mitigating risk. The Junior Customer Success Manager is responsible for managing day-to-day client service requests, handling client renewals, marketing to carriers and overseeing customer success services.
What you will own in this role
- Partner with producers to manage client’s insurance portfolio through entire lifecycle
- Manage client’s insurance portfolio in Salesforce/TechCanary (AMS) and Embroker’s proprietary cloud-based service platform
- Ensure that clients are comfortable with and are able to utilize the tools available in the Embroker online Platform, including: policy upload, exposure upload, certificates, claims, and self-service features
- Proactively prepare a client for renewal by discussing or providing strategy options, state of the market, etc.
- Support Customer Success Managers in providing coverage improvements and additional policies
- Assist with application preparation and data submission
- Assist in reviewing quotes with Customer Success Managers as applicable
- Review policies and program coverages
- Support management of requests for certificates and endorsements
- Review & analyze policy audits
- Commitment to learning and development
What experience we think is the right fit
- Working knowledge of property & casualty coverage in relation to customer needs
- Property & Casualty License in resident state
- Technical knowledge of property & casualty coverages
- Proficient with all Microsoft Office 365 tool, experience with SalesForce a plus
- Highly organized and able to prioritize multiple tasks
- Comfortable in a quickly changing and dynamic environment
- Takes pride in delivering high quality client service outcomes and satisfaction
- Self-confident with strong written and verbal communication skills
- Ability to work in fast paced, high transaction volume environments with minimal training
- Highly Disciplined, Self-motivated, highly organized, positive, and able to focus on delivering high-quality and timely results for projects and assignments. Must be a team player
- Excellent communication skills both verbal and written
Our Pack at Embroker lives our values
- Pack First: We succeed and fail as one team. We always optimize for what is best for our entire organization. We communicate honestly and openly, treat each other with mutual respect, and assume positive intent in interactions.
- Create Magic: We deliver delightful experiences at every customer touchpoint and dedicate ourselves to make each one exceptional. We build transformational world-class products by applying our full creativity to find solutions to even the hardest problems.
- Be All-In: We make focused commitments. We are accountable to ourselves and each other to deliver on time. We move fast and attack challenges with relentless positivity. We build things that make us proud.
We believe that systemic structures and practices disproportionately disadvantage the most marginalized people in society — including people of color, people from working class backgrounds, women and LGBTQ people. We believe that these communities must be represented and included in the work we do, to make our Pack stronger, more creative, and improve the way we do business. We strongly encourage applications from people with these identities or who are members of other marginalized communities.