Company Description:

myCOI (www.mycoitracking.com) is an early industry-leader in the insurance technology space providing an innovative SaaS solution for tracking, processing, and managing certificates of insurance. Our Purpose - Erase the Worry through The Work We Do – Eliminating the disruptive impact of an insurance claim. A fully remote company, headquartered in Indianapolis, myCOI’s proven track record of national growth and success has impacted hundreds of customers who use our products and services ranging from Fortune 100, Higher Education, Construction, Logistics, Healthcare, Property Management, down to some of our local favorite sports teams. myCOI offers an easy-to-use, cloud-based solution to protect organizations and ensure end-to-end compliance. It’s smart technology that has our industry expertise built right in-designed to provide a single place to view COI’s, compliance, and risk reporting, for vendors, suppliers, tenants, subcontractors, franchisees, and carriers. myCOI’s channel partners, a great leadership team that is energetic, innovative, and goal-oriented; along with living our core values: Unite, Reach, Own It, Choose Positive, Innovate and Be Trusted, drives our continued growth and success. We work hard to maintain an open, supportive culture that promotes the pursuit of excellence. As a member of our team, you’ll enjoy a competitive compensation package, great work-life balance, and an innovative, supportive culture. We know that myCOI’s success derives from great teamwork and each individual’s exceptional results. Join us on our mission to disrupt, innovate, and lead the industry!

Position Summary:

As a Customer Experience Manager at myCOI, you will be responsible for managing and nurturing the relationships with our existing customer base, ensuring their satisfaction, and driving additional sales through add-on solutions. You will work closely with assigned customers to understand their needs, provide valuable updates, and present myCOI solutions to enhance their operational efficiency. Apply now to embark on an exciting career journey with us!

What Makes this a Great Opportunity:

• Represent a leading SaaS company with the most innovative technology in the industry and a strong customer retention rate!
• Professional growth & learning opportunities due to exceptional continued business growth and a culture that strongly supports your own personal growth.
• Work for a 2023 Indy Star Top Workplaces winner.
• Great work-life balance, amazing company culture and comprehensive benefits (including 401k w/match, Pet Insurance & Paternity Coverage).

Essential Responsibilities:

• Establish strong rapport and regular communication as the primary contact.
• Conduct check-ins, Quarterly Business Reviews (QBRs), and manage customer outreach initiatives.
• Stay trained on myCOI products, services, and industry trends.
• Assess and enhance customer adoption of products through training and resources
• Identify and resolve customer issues promptly, collaborating with support teams.
• Maintain thorough documentation in CRM and track customer success metrics
• Develop and manage an add-on sales pipeline, including upselling and cross-selling.
• Provide insights to improve products and services based on industry trends and customer feedback.
• Work with sales, product, and marketing teams to meet customer needs.
• Enhance process efficiency, manage renewals, and develop retention strategies.
• Set and achieve customer success goals, regularly reviewing and adjusting strategies.
• Advocate for customer needs within myCOI and facilitate feedback for continuous improvement.

Required Knowledge & Skills:

• Previous experience working remotely
• 4+ years in a customer or client facing role, ideally customer success or customer experience
• Experience working within scaling B2B SaaS
• Knowledge of one or more of the following industries is required: insurance brokerage, construction, risk management, commercial real estate and/or commercial property management
• Comfort level speaking with Senior level decision makers
• Ability to gain deep knowledge of myCOI's software products, services, and processes to upsell consultatively and confidently
• Proficiency in various operating systems and software products (Salesforce, Google Suite, Slack, Microsoft Suite, Video meeting software)
• Strong analytical skills with the ability to interpret data to draw valid conclusions
• Strong time management skills with a problem-solving mindset to proactively address customer needs
• Experience collaborating cross functionally with sales, implementation, marketing and product team members
• Commitment to continuous improvement while maintaining a positive attitude
• Excellent written and verbal communication skills
• Capacity to prioritize tasks and negotiate priorities with stakeholders
• Comfortable working under pressure and pivoting quickly when needed.

Travel Responsibilities:

None

Education Requirements:

Bachelor’s Degree preferred but not required

Compensation:

• Competitive compensation package

Location:

• 100% Remote within Central or East Coast time zones within the United States.
• We are only able to consider U.S. based candidates at this time.

Benefits:

• Medical
• 401k w/match
• Health Savings Account/HSA
• Dental
• Vision
• Short Term Disability Insurance
• Paternity and Maternity leave for expecting parents.
• Pet Insurance (includes pet food, prescriptions, etc.)
• Life Insurance
• Paid Time Off (Holidays, Vacation, Flex Time, Community Volunteer Time)