What are the responsibilities and job description for the Customer Success Manager (CSM) - Insurance Terminal position at BOLD PENGUIN?

Customer Success Manager - Insurance Terminal

Bold Penguin is a leading integrated digital solution platform dedicated to simplifying small commercial insurance. Our technology makes the quote and bind process quick, effortless, and profitable for all parties - agents, brokers, and carriers. Bold Penguin's innovative product suite has digitized and transformed a slow, manual process resulting in reduced costs, increased efficiency, and better overall outcomes. For more information, please visit www.boldpenguin.com.

Or, simply put....

We simplify commercial insurance.

Candidates must be located :

within 150 miles of Columbus or Dublin, Ohio
within 150 miles of Oklahoma City, Oklahoma
within 150 miles of Dallas or Austin, Texas
within the state of Washington

Please note : The hours of operation for this role are 11 : 00 AM EST to 8 : 00 PM EST / 10 : 00 AM to 7 : 00 PM CST / 8 : 00 AM to 5 : 00 PM PST

YOUR ROLE

The Customer Success Manager (CSM) is the primary liaison between Bold Penguin and all of our partners. Our CSMs own interactions with specific partners, developing relationships with them while improving their experience and ensuring success and satisfaction with our products and services. Additionally, this role compiles and analyzes data based on those relationships and coordinates extensively with internal teams to ensure maximum partner satisfaction.

WHAT YOU'LL DO

Develop strong, long-lasting relationships with customers by staying in constant communication and efficiently resolving issues

Provide exceptional customer service and support by serving as a product and company advocate, continually educating customers on Bold Penguin's capabilities

Manage client accounts and ensure they are optimizing the product and receiving the highest return on investment possible

Manage the complete customer lifecycle from onboarding to retention, analyzing areas of risk to prevent churn and identifying opportunities for upsell and expansion

Collaborate with cross-functional teams to provide insight and relay the voice of customer, ensuring that client needs are prioritized and met

Provide regular reporting and analysis to clients and internal stakeholders

Resolve client issues and concerns in a timely and effective manner

Work with retail agents to help grow their small commercial lines book of business.

Additional duties and responsibilities as assigned.

SKILLS & QUALIFICATIONS

Bachelor's degree or equivalent experience in Customer Success, Customer Support, Sales, Business Development, Account Management, or related field

Commercial Insurance experience is strongly preferred

3 years of experience in Customer Success, Consulting Business Development, Account Management, or related field

Proven experience building strong customer relationships and efficiently communicating cross-functionally

Excellent written, verbal, presentation, and phone communication skills

Ability to work independently and as part of a team

Excellent strategic problem-solving and analytical skills

Organized and detail-driven, with a commitment to clear documentation

PHYSICAL REQUIREMENTS

Must be able to sit / stand / walk for prolonged periods of time, (up to 8 hours per day) at a desk working on a computer.

Must be able to use standard office equipment for extended periods of time, including but not limited to, a mouse, keyboard, phone and video conferencing.

Occasionally required to stoop, kneel, bend, crouch and lift and carry up to 50 pounds.

Must be able to access and navigate the corporate office.

BENEFITS

We offer competitive compensation and progressive benefits that include :

Medical, Dental, and Vision

Generous PTO Policy

401(k) with a company match

Employee Assistance Program

Parental Leave

Disability and Life Benefits

Stay connected to the Glacier. We have great SLACK channels for work and play. We also like to video conference regularly and hold all - hands "Waddles" regularly.

Penguin bling. Like swag themed after a certain Antarctic bird? Just. You. Wait.

The national salary range for this role is $50,985 to $94,039. The expected starting salary range for this role at Bold Penguin is $50,985 to $83,945.

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, or veteran status. To learn more about our results-focused culture and employee-focused perks, read more on our careers page.

If you are an applicant who resides in the state of California, please review our Employee Privacy Notice here.

Salary : $50,985 - $83,945

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Customer Success Manager (CSM) - Insurance Terminal

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