Note: For technical and other select roles, your first day will be spent at our HQ in Medford, MA to facilitate a smooth onboarding experience. Willingness to travel is required, as you may need to attend on-site team meetings from time to time.
The Senior Client Success Manager (‘CSM’) is an exciting opportunity to join a high-growth, entrepreneurial team within our Insurance LOB. This business unit is powered by an industry leading software platform and backed by Agero, a market leader with decades of experience serving the automotive services industry. The role will join a select team tasked with the mission to provide quality services and efficient processes to insurance clients, thereby achieving mutual goals of growth, profitability, and customer satisfaction. This individual leads all daily client facing activities for assigned vertical markets and aligned client portfolios. In addition, the Senior CSM is responsible for management and expansion of Insurance partnerships and general account partnership activities.
The Senior CSM is principally accountable for relationship sustainability, expansion, service excellence, financial and goal attainment. The ability to effectively engage and influence efforts with internal stakeholder groups (e.g. Business Development, Operations, Product, Marketing, IT, Sales Engineering, and Billing) is essential for delivering successful outcomes.
Key Outcomes:
- Establish and manage both executive and working-level (Up and Across) relationships with current and potential clients
- Responsibility for the financial performance, health and oversight of the assigned client base, including the ability to understand key financial drivers and influences
- Evaluate strategies and opportunities through market sizing, revenue and profit potential, competitive set, strategic nature, product requirements, permission to sell and overall GTM strategy
- Be the internal client advocate at Agero to ensure client needs are understood and met by key stakeholders and senior leadership
- Deliver and inform internal and external stakeholders when it comes to key performance indicators, including identifying key insights and trends, while ensuring service agreement commitments. Assemble the right cross-functional teams, when required, to address any needs or resolve issues the clients may have
- Prepare and deliver business reviews to internal senior leadership updating on progress and roadblocks
- Proactively guide and educate clients towards best practices to improve their utilization of Agero services and outcomes
- Develop and prepare client meeting agendas, content, lead presentations, quarterly and annual reviews and direct participation of others on the team
- Demonstrate critical thinking skills in managing complex customer issues from inception to resolution
- Lead select strategic projects and service agreement negotiations collaborating with internal stakeholders in Marketing, Legal, Product and Service Delivery
Qualifications:
- 5+ years of previous experience in a hands-on role (pre-sales, professional services, business development, enterprise account management) working with Enterprise Customers (Fortune 100)
- Advanced knowledge of the auto physical damage (APD) claim process, systems/technology, and key stakeholders
- Proven track record of moving partners through funnel delivering results with significant contributions to profitability
- Have advanced experience with CRM software (e.g. Salesforce CRM or HubSpot), Productivity and Business applications (particularly Google suite of services), and Business Intelligence tools (Sigma)
- Teamwork mentality and willingness to learn and grow (experience in a virtual environment)
- Analytical confident with gathering, synthesizing and delivering analysis and insights around program performance
- Demonstrated ability to organize multiple account management projects at a time, while maintaining sharp attention to detail and strong partner relationships
- BA/BS Degree or equivalent experience
Hiring In:
United States: Arizona, California, Florida, Georgia, Illinois, Massachusetts, Michigan, New Hampshire, New Mexico, New York State, North Carolina, Tennessee, Virginia
The anticipated closing date to submit applications for this role is December 28th.
The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.
Life at Agero:
At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.
Benefits Built for Well-being:
Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include:
- Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
- Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
- Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
- For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
- Family Support: Parental planning benefits to assist associates through life’s milestones.
- Bonus/Incentive Programs
Join Agero and experience a workplace that invests in your success both personally and professionally.
*It is unlawful in Massachusetts to required or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Top Skills
What the Team is Saying
What We Do
Agero is a leading provider of driver assistance, accident management, consumer affairs support and connected vehicle services for stakeholders across the automotive industry, including the world’s largest automakers, auto retailers, insurers, rideshare providers and other brands.
As the driving force behind mobility support throughout all points in the vehicle ownership journey - from purchase to maintenance and breakdown to resell or trade in - we deliver a suite of powerful, innovative services and technology solutions that enable our 100+ clients to provide their drivers with enhanced communication, safety, and convenience for whatever their vehicle need.
Why Work With Us
At Agero, our solutions help drivers when they need it most. Our work directly impacts the lives of over 12 million people each year, providing safety and peace of mind. We offer a unique career environment that combines the spirited energy of a fast-paced team with the stability of an established leader. Here you transform the road ahead and shap
Gallery
Agero Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Balancing work and life is a priority and productivity looks different for everyone. Our hybrid policy allows employees to work however they work best
