Support Relationship Manager

Description

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.

Key Responsibilities: 

• 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.
   

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.
  
   

Education & Experience: 

• Bachelor’s degree and 2-5 years relevant experience; or 5+ years relevant experience
• Insurance and/or payments experience preferred
   

Desired Traits: 

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

Qualifications

Skills & Abilities:

• Good computer skills
• Excellent customer service and people skills
• Strong organization and project management skills
• Process-driven with attention to detail
• Ability to manage multiple simultaneous engagements
• Familiarity with cloud-based ticketing systems and ticket lifecycle
• Communicate clearly and effectively both verbally and in writing
• Ability to work remotely in an effective manner

Preferred Skills:

• Experience with Salesforce Service Cloud
• Prior experience managing Customer relationships