About InvoiceCloud:
InvoiceCloud is a fast-growing fintech company with an award-winning culture and a leading disruptor in the electronic bill presentment and payment (EBPP) space. Serving more than 3,200 customers across the utility, government, and insurance industries, InvoiceCloud’s secure and innovative SaaS platform enhances the customer experience, driving higher digital payment, AutoPay, and paperless adoption rates. By switching to InvoiceCloud, clients can improve customer engagement and satisfaction while lowering costs, accelerating payments, and reducing staff workloads. To learn more, visit InvoiceCloud.com.
Position Overview:
We are seeking an experienced Customer Success Manager (CSM) to join our Insurance Vertical to build a strong relationship with a select group of clients (carriers). You will be the advocate for your clients. Your success is your client’s success. As their CSM you will be responsible for managing the day-to-day and ensuring your clients are realizing the highest value from our platform. Your goal is to create relationships that result in your ability to implement programs that drive retention, increase payment adoption, grow revenue, and expand the client’s awareness and utilization of Invoice Cloud’s full suite of services. Your insurance experience is a huge part of being able to relate to your portfolio.
Areas of Responsibility:
As an Invoice Cloud Customer Success Manager, you will be focused on three key areas, retention, growth and advocacy. Driving deep engagement to build lasting relationships with your clients is the key to achieving success across these three focus areas. A qualified CSM will excel in:
- Building “trusted” relationships with your clients and delight them at every turn
- Understand the key client health indicators and take necessary steps to minimize any potential churn
- Fully understand their clients (and contacts) and identify what is needed to retain and grow them
- Develop a deep understand the Invoice Cloud solutions to have discussions with their clients regarding current products and services
- Strong understanding of the insurance space and ability share best practices with clients
- Work with clients to implement programs that drive higher payment adoption
- Be well versed on all Invoice Cloud products to up-sell services and generate customer success qualified leads that result in new revenue
- Have a high-level understanding of how the technology for assigned clients works. This allows you to understand issues, describe them and formulate a potential resolution with the supporting Invoice Cloud departments
- Develop trusted relationships with your portfolio that leads to customer references
- Knowledge of core insurance software systems is a huge plus
How you’ll be measured
- Retention rate – By client count and revenue
- Revenue growth: IC will use the current year’s growth plan to compare forecast versus actual and measure CSM impact.
- Adoption growth: CSMs will use IC reports to determine changes in adoption for items like Autopay, paperless, etc.,
- Add-on Services: To promote new products and generate customer success qualified leads that are passed to sales.
- References: Increasing the number of clients that agree to serve as a reference or participate in a case study.
- NPS Scores and Customer Success Manager satisfaction scores
Travel
- Periodic travel to key accounts for meetings or attending conferences as required.
Key Skills
- Strong relationship management experience with proven track record of driving retention and growth, while delighting the client both in person and over phone/Teams
- Experience with electronic billing products and services, such as payment processing, merchant services or electronic payments a huge plus.
- Customer driven, results oriented, efficient, and willing to go the extra mile.
- Outstanding verbal, written, presentation and interpersonal skills are required
- Self-starter with a demonstrated ability to achieve results
- Excellent time management, organizational and planning skills
- Experience using standard MS Office tools and Salesforce
Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.
InvoiceCloud is an Equal Opportunity Employer.
InvoiceCloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].
Click here to review InvoiceCloud's Job Applicant Privacy Policy.
To all recruitment agencies: InvoiceCloud does not accept agency resumes. Please do not forward resumes to our job’s alias, employees, or any other organization location. Invoice Cloud is not responsible for any fees related to unsolicited resumes.
Top Skills
InvoiceCloud Braintree, Massachusetts, USA Office
30 Braintree Hill Office Park, Braintree, MA, United States, 02184
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