Support Relationship Manager

Description

One Inc is a rapidly growing InsurTech digitizing inbound and outbound payments for the Insurance space. It’s an exciting time to join a private equity backed, market leader experiencing significant year over year growth.  Every employee, no matter what role receives equity and most of our roles are 100% remote.  Our employees are shareholders and are core to our people first culture. Our core values are simple yet powerful - #risetogether, #woweveryone, #thinkbigworksmall and #ownit. Learn more about joining our team at www.oneinc.com.

Overview: The Support Relationship Manager is responsible for ensuring that One Inc clients have a seamless and positive post go-live journey. As the face of the customer experience, you will oversee and represent operational touchpoints that matter most across Support, Engineering, Product, Payment Operations, and Security/Compliance. You will engage with your assigned clients through regular Case activity and trend discussions to stay aligned with top priorities. You will both partner cross-functionally and be hands-on to make sure that Case requests are managed with excellence. In order to optimize the Customer Experience, you will consistently advocate for client needs using the voice-of-customer.  
 

KeyResponsibilities: 

• Establish strong relationships with Client sponsors (Executive, Business, IT, Treasury) and operational Key Stakeholders. 
• Deeply understand the Products that assigned clients have purchased, the use cases that One Inc is solving, and their adherence to implementation ‘best practices’. 
• Leverage reporting and dashboards to understand and monitor the operational health of each assigned client and to anticipate and prevent escalations. 
• Clearly set expectations regarding Case workflows, communication, and escalation paths to help clients achieve the ideal day-to-day customer experience.  
• Review Support trends and insights with each client to help them understand that the overall customer experience is positive and to put challenging requests in perspective.  
• Regularly host a productive client-facing Case request alignment discussion to provide a ground level read out regarding the status and next steps for important requests.  
• Actively partner with Case Managers and subject matter experts to expedite quality responses/updates and resolution for high impact situations, while expanding your knowledge to be even more effective at managing client expectations.  
• Identify and communicate the top client journey gaps and opportunities so that CX Leadership can facilitate continuous improvement that will increase our net promoter score. 

Qualifications

Skills& Abilities: 

• Expert relationship management and communication, including presentations and storytelling. 
• Ability to understand business requirements and translate those to functional and technical stakeholders. 
• Working knowledge of cloud-based case management and ticketing systems (i.e. Salesforce, Jira) and Support case lifecycles. 
• Strong determination to understand client needs and to seek out a mutually beneficial answer/solution.  
• Team player; works collaboratively with all departments to achieve desired results. 
• Working knowledge of insurance industry and/or payment processing standards and trends. 
• Working knowledge of SaaS technology and/or experience representing software products and services.  
• Ability to travel up to 25% onsite to customer locations, conferences, or company events. 

Desired Traits:

• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

 
Company Profile:  One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One™ - a cohesive and seamless experience for both inbound and outbound digital insurance payments.

The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.

Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.