Client Success Director, National Accounts
About Agero:
Agero is a leading provider of vehicle driver and safely, security and information services including roadside assistance, consumer affairs and claims management services. The company protects 100 million vehicle owners in partnership with leading automobile manufactures, insurance carriers and others. Managing one of the largest national networks of service providers, Agero responds to more than 12 million roadside requests annually for emergency assistance. 75% of new passenger vehicles sold in the US use Agero solutions and 11 of the top 15 insurance companies leverage our services. Agero’s award winning solutions leverage advances in technology and information services to accelerate and enhance response to drivers needs while strengthening customer loyalty. Agero is a member company of Cross Country Group, is headquartered in Medford, Ma with operations throughout North America. Agero has revenues of nearly $1b+ and 3,500 employees
About the Role:
The Client Success Director, National Accounts will have responsibility for nurturing and growing a key portfolio of the Agero Insurance Line of Business. This portfolio consists of a number of existing accounts and represents the vast majority of the Line of Business whitespace in terms of number of potential logos.
This role is a people manager role; currently there is one Sr. Client Success Manager that will report to this role and the expectation is to ad additional resources to help grow and maintain the book of business. In addition, this role will liaise with cross-functional internal teams (Billing, Operations, Marketing, IT, Sales engineering, Product, and other departments) to ensure service execution and achievement of company and client goals.
Key Outcomes
- Complete a successful transition of the accounts from peer account team
- Develop a robust pipeline of new business opportunities in this segment
- Establish a strategy, business and operating model for the segment
- Build strong relationships with a cross-functional group, as well as the team
The Day to Day:
This position requires the individual to work independently. The general duties of this position are:
- Serve as the lead point of contact for multiple clients
- Build and maintain strong, long-lasting client relationships
- Curate and grow a healthy pipeline of new prospects and leverage Marketing to help create thought leadership and campaigns to drive top of the funnel activities
- Collaborate with Marketing and Product to deliver critical information related to our solutions and products
- Own vital initiatives that will create growth, improve service, and deliver strategic value
- Identify opportunities for increasing process efficiency while improving the customer experience
- Drive your team to create materials to deliver value program performance insights for internal leadership and clients in the form of monthly reporting and business reviews
- Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
- Ensure the timely and successful delivery of our products and services according to needs and objectives
About you:
- Proven work experience as an Account Director, Sales Manager, or relevant role
- Excellent written and oral communication skills
- Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
- Solid experience with CRM software (e.g. Salesforce CRM or HubSpot) and MS Office (particularly MS Excel and PowerPoint)
- Proven track record of thought leadership and problem-solving
- Experience delivering client-focused solutions to customer needs
- People management experience
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- Experience with Business Intelligence (BI) or other data tools and comfort with complex reporting
- Comfort executing a consultative sales process, including the administrative elements that accompany that process
- Having sold or serviced to Claims and Marketing in Insurance is not required but desired
- Desired Tech skill set includes experience with mobile APIs and digital self service technology is a plus