Customer Success Manager -SIU experience - Shift Technology
Boston, MA
About the Job
The future of insurance starts with AI. To date, Shift Technology's AI-powered products have benefitted more than 300 million policyholders globally by reducing underwriting risk, identifying more fraud, and automating critical tasks throughout the claims process. Shift harnesses the power of AI to enable the world's leading insurance organizations to make better decisions. Our products help insurers improve operational efficiency, reduce costs, and deliver superior customer experiences to their policyholders. Our culture is built on innovation, trust, and a drive to transform the insurance industry by imagining and innovating solutions that impact insurers and their customers - like you! We come from more than 50 different countries and cultures and together we are creating the future of insurance.
YOUR ROLE
The Customer Success team engages with our customers to drive adoption of our products and demonstrate ongoing value. This critical function is responsible for onboarding new customers by engaging executive teams in the product launch, driving ongoing adoption, and managing renewals. You will work with the rest of the Shift organization to uncover new ways to make Shift integrated into the client and to help improve our product. Applicants need to have a robust background in commercial insurance fraud investigations, including Workers' Compensation, Commercial Auto, and Commercial Property Insurance, as well as some experience investigating personal lines claim fraud.
YOUR RESPONSIBILITIES
- Drive retention and growth of clients by understanding their business needs and helping them succeed
- Enable successful roll-out of Shift technology to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person
- Collaborating closely with our product and product marketing teams and act as a SME for commercial line insurance. In this role, you will play a pivotal part in developing fraud detection scenarios and models that enhance our commercial lines product offerings and align with customer needs
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Identify opportunities for customers to act as Shift advocates (e.g. testimonials, case studies)
- Collaborate closely with Sales, Data Science, PM, Partners to support pilot customers, renewals, and expansion opportunities
- Marshall resources across the Shift organization as needed to support customers' needs
- Identify opportunities within your client's Fraud Detection and Claims management strategy that can be improved via incremental usage of Shift's products and services;
- Represent the voice of the customer to inform our sales process and product roadmap
- Travel and meet with customers onsite to discover and understand their needs and help them develop an onboarding process and map an engagement plan;
YOU'VE GOT WHAT IT TAKES IF YOU
- You bring deep industry knowledge of commercial lines insurance and can act as a Subject Matter Expert (SME) in this area
- Have at least 5 years of successful experience working within the insurance industry within claims or underwriting (commercial and personal insurance)
- SIU background is a MUST
- Have excellent communication skills; you know how to make complex things feel simple;
- Can tailor communication to the customer's needs with confidence, and can effectively deliver memorable presentations leveraging storytelling skills;
- Can manage multiple accounts simultaneously;
- Have a university degree in a business related field or equivalent experience.
The range listed is for base compensation. Your actual base salary will vary based on factors including location and individual qualifications objectively assessed during the interview process.
In addition to base salary, your total rewards package will include additional components such as incentive pay, equity, and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the specific details for this position.
To support our permanent, full time employees at every stage of their careers and lives, we provide a competitive total rewards and benefits package. Here are the global benefits we'd like to highlight:
- Flexible remote and hybrid working options
- Competitive Salary and a variable component tied to personal and company performance
- Company equity
- Focus Fridays, a half-day each month to focus on learning and personal growth
- Generous PTO and paid holidays
- Mental health benefits
- 2 MAD Days per year (Make A Difference Days for paid volunteering)
Additional benefits may be offered by country - ask your recruiter for more information. Intern and Apprentice position are eligible for some of these benefits - ask your recruiter for more details.
At Shift we strive to be a diverse and inclusive workforce. We welcome applications from and hire people who will contribute to the diversity of our company, without regard to race, color, religion, marital status, age, national or ethnic origin, physical or mental disability, medical condition, pregnancy, genetic information, gender identity or expression, sexual orientation, or other non-merit criteria.
Shift Technology is committed to providing reasonable accommodations for qualified individuals with disabilities in our application and employment process. Should you require accommodation, please email accommodation@shift-technology.com and we will work with you to meet your accessibility needs.
Please be aware of scammers and only trust correspondence that comes from emails ending in shift-technology.com
Shift Technology does not accept unsolicited CVs from recruiters or employment agencies in response to the Shift Technology Careers page or a Shift Technology social media post. Any unsolicited CVs, including those submitted directly to hiring managers, are deemed to be the property of Shift Technology.
