Customer Success Manager

Woburn, MA, United States

Job Description

Tarmika, a division of the worldwide leader in insurance technology, Applied Systems, Inc., is currently searching for a Customer Success Manager who will manage and create strong relationships with insurance agencies that are utilizing the Tarmika rating platform for quoting small commercial businesses. In this role, you will focus on working with customer decision-makers and Tarmika end users to drive successful and ongoing adoption of the Tarmika platform across your assigned agencies. The ideal team member will be hyper-focused on driving customer value while being flexible and agile in responding to evolving business priorities.

What You’ll Do

Forge strong, productive relationships with our clients.

Work with internal teams and your customers to develop and implement strategies for achieving maximum adoption of the Tarmika platform

Provide first-class customer service, resulting in high NPS scores while maintaining a customer-centric attitude during all client interactions

Collaborate with internal Applied teams to resolve customer issues, communicate customer product requests and provide excellent service on a timely basis

Understand, analyze and solve challenging customer requests using creative solutions while setting appropriate expectations

Monitor customer perceived value, usage metrics, areas for improvement, account wins and milestones; highlighting new product features

Develop a deep understanding of customer business initiatives and work with customer and Applied teams to reach those goals through Strategic Success Planning

Gauge our customers' level of engagement with Tarmika, providing feedback to the other internal teams regarding product and service improvements

Continuously drive communication and customer advocacy with other Applied departments to provide insights and ensure a consistent customer experience

Occasionally travel for customer events or team offsite meetings

What You’ll Need To Succeed

We’re looking for someone who:

Can work remotely or from our Woburn, MA office (approximately twice per week if hybrid)

Your experience should include some or all of the following:

A minimum of 3+ years of experience in Customer Success roles demonstrating expertise of Customer Success best practices and customer retention

Strong verbal and written communication skills to convey information to customers clearly, accurately and concisely

Excellent presentation skills to create, present and lead client-facing meetings

Ability to organize and prioritize tasks and projects with a high attention to detail

Remain empathetic to customer frustrations and needs

Experience working with customer and senior-level executive stakeholders

Operate as a creative problem solver - understanding not only the symptoms but the underlying problems your customers

Bachelor’s degree or equivalent work experience in the areas of Business Management or related disciplines

We proudly support and encourage people with military experience, as well as military spouses, to apply

Additionally, you may have:

Experience with Applied’s product portfolio, including but not limited to Applied EPIC, Tarmika and extended solutions

Insurance industry experience

What You’ll Gain

Benefits from Day One

Health insurance plans, dental, and vision

Wellness incentives

401(k) and/or RRSP retirement savings plans with employer match

Work-Life Balance

Competitive paid vacation time and a free day for your birthday

Personal/sick time

Paid holidays

Flex Time

Paid parental leave (U.S. candidates)

Volunteer time off

Empowering Career Growth and Success – We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.

What We Value

We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance – safeguarding and protecting what matters most in people’s lives. And there is no more important job than that.

Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.

Who We Are

Applied Systems is the leading global provider of cloud-based software that powers the business of insurance. Recognized as a pioneer in insurance automation and the innovation leader, Applied is the world’s largest agency and brokerage management systems provider, serving customers throughout the United States, Canada, the Republic of Ireland, and the United Kingdom. By automating the insurance lifecycle, Applied’s people and products enable millions of people worldwide to safeguard and protect what matters most.

For 40 years, Applied Systems has led an industry we helped to create with a mission to continuously improve the business of insurance. From partnerships, acquisitions, and insurance innovation initiatives, Applied has focused on efforts to be the indispensable partner in our industry.

It’s an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what’s possible.

EEO Statement

Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.

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