Senior Customer Success Manager at Bold Penguin (Columbus, OH)

| Columbus, OH
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We didn’t create Bold Penguin because commercial insurance is broken. It isn’t. But as the world has gotten more connected and digitized, commercial insurance lags — creating a fragmented landscape where businesses, agents, and insurance companies struggle to interact in a smooth and easy way. That’s why we’ve built a highly efficient exchange that cuts the friction out of commercial insurance by connecting everyone to the right quote in record time.

Powering the world of insurance is no small feat, so we’ve built a team that's incredibly talented and passionate about our potential to upgrade the entire industry. As more and more companies, big and small, depend on our technology to operate in the commercial insurance space, we’ll need the best talent all around to support our growth. That’s why we’re looking at you (yes, you!) to make a bold move and join our adventure.

The Customer Success Manager (CSM) is the primary liaison between Bold Penguin and our agency partners. As a CSM, you will act as a liaison with our insurance agencies, developing relationships with them while improving the overall experience for carriers and agent partners. Additionally, you will compile and analyze data based on those relationships and coordinate extensively with other teams internally to ensure maximum partner satisfaction.  

Ensure all partner needs are met through frequent partner interactions covering status, account changes, servicing issues and overall account performance.
Recommend and assist in implementing ongoing improvements to increase partner growth.
Manage day-to-day customer support tickets.
Manage customer records in our CRM, ensuring account-level, contact-level, and opportunity/sales-level accuracy.
Participate in preparation and delivery of Quarterly Business Reviews for named accounts.
Actively contribute to departmental and company goals.
Perform other related duties as assigned by management.

3 + years of account management support and/or Commercial Insurance experience is a plus.
Experience working with larger clients on the Exchange/Connect+. 
Possess a supportive and responsive manner to internal and external customers.
Bachelor’s Degree preferred.
Strong decision-making ability, financial aptitude, and customer service orientation.
Ability to use Google Suite, CRM tools, PowerPoint and Excel.
Self-motivated, action and results oriented.
Well organized, good communication and reporting skills.

2022 BOLD BENEFITS include, but are not limited to:
Medical, Dental, and Vision
Disability and Life Benefits
401K with a company match
Employee Assistance Program (EAP with 9 free sessions)
Parental Leave
Unlimited Vacation for Applicable Roles & Paid Time Off for all
Expanded Holiday Schedule - All Bold Penguin employees will have 9 paid holidays going forward.
Gatherings on the Glacier: A social hour for fun only.
Zoom-Free Zones: Bold Penguin is providing you time to focus and not be on calls.
Bold Weekends: You have "Optional Fridays" on identified dates communicated between Memorial and Labor Day weekends.
Remote Culture. Moving to Columbus is not an option? No problem. We're happy to discuss remote work options. Here at Bold Penguin our remote employees are top of mind, and we have created an inclusive, engaging remote environment.
Choose-your-own gear. Whether you prefer Mac, PC, or Linux, one screen or three, we’ll set you up for success.
Stay connected to the Glacier. We slack. A lot. We also like to video conference regularly. We even have all- hands "Waddles" held Tuesday & Thursday 12:00 PM ET.
Penguin bling. Like swag themed after a certain Antarctic bird? Just. You. Wait.
Bold Penguin believes in inclusion. That’s why we’re proud to be an equal opportunity employer that considers all qualified applicants regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, beak size, or inability to fly.
To learn more about our results-focused culture and employee-focused perks, read more on our careers page.

More Information on Bold Penguin
Bold Penguin operates in the Insurance industry. The company is located in Columbus, OH. Bold Penguin was founded in 2016. It has 189 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 14 open jobs at Bold Penguin, click here.
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