Senior Customer Success Manager

Sales, Marketing & Product Management

The Insurance Channel Senior Customer Success Manager will drive the success path for Azuga’s Insurance Customer Success Managers (CSM’s), Insurance Customer Success Specialists (CSS), and our customers. This position will maintain and improve upon the standards of service ensuring Azuga customers have a great experience with training, implementation, and adoption of all Azuga solutions through their CSM/CSS Rep. This role will help develop, improve, and implement best practices with the Insurance Customer Success Manager team and Insurance Customer Success Specialist team to deliver a World Class customer experience.

*** Fully REMOTE role. Can be located anywhere within the US. ***

*** The hiring range for this position $83,000 to $90,000 per year, and will be eligible for a bonus of $5,000 per quarter. The base pay offered will take into account internal equity and may also vary depending on the candidate’s job-related knowledge, skills, and experience, among other factors. ***

• Manage and develop CSM’s and CSS’s with regular 1:1 meetings

• Define operational metrics for the team; ensure there are adequate systems for tracking metrics; create cadence for review with the team and leadership 

• Evaluate performance and conduct mid/end of year performance appraisals 

• Evaluate processes as a business resource to help identify gaps, best practices, proven success stories, and inefficiencies to continuously improve day to day operation 

• Proactively monitor customer health to assess churn risk 

• Team resource in guiding process transformations that will continuously develop and improve customer experience, interaction, and training throughout the customer journey 

• Bachelor's degree preferred, but not required.

• Minimum of 2 years of experience managing Customer Service or Account Management Teams with experience in leadership, coaching, and mentoring. Insurance experience is a plus, but not required

• Excellent verbal and written communication skills with the ability to communicate effectively at all levels

• Self-driven and proactive nature, professional demeanor with strong conflict resolution skills

• Experience working with CRM software, Salesforce preferred.

What we offer

 

At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality”, for that, we offer you more than just a competitive compensation; we will provide you:

• A supportive and engaging onboarding experience to ensure a smooth transition into our team.
• The opportunity to develop and grow, through training and regular mentorship.
• Corporate Social Responsibility activities.
• A truly global, dynamic and challenging work environment.
• Agility and work/life effectiveness and your long-term well-being.
• A diverse and inclusive team.

 

Bridgestone is proud to be an Equal Employment Opportunity employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

Employment Eligibility

If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.