Customer Success Manager
SamaSalary not specified
Full Time
Entry Level & New Grad
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Experience, InsuranceIndustries
Requirements
- Bachelor’s degree or 3 yrs. equivalent work experience. Preferred Master’s degree
- A minimum of 3 years’ experience translating client/customer needs to customer journeys as well as company policies, procedures, operations, and detailed process flow maps
- A minimum of 3 years’ experience utilizing CX methodologies such as blueprints, experience maps, human centered design principles
- A minimum of 3 years’ experience leading projects cross-functionally or 3 years’ experience in a client facing role managing relationships
- Strong cognitive skills, experience in root cause analysis, and ability to make decisions with minimal direction
- Basic understanding of best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpoint
- Ability to organize both structured and unstructured data into charts, graphs, and tables for purposes of communicating information
- Basic analytical skills, including the ability to leverage critical thinking to evaluate and organize available data, identify relationships, and summarize results. Includes moderate Excel experience, including the ability to create pivot tables and combine multiple tables (such as through VLOOKUP)
- In-depth understanding of process improvement approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness. Able to identify key performance indicators to measure before & after changes to determine improvement effectiveness and identify unintended consequences
- Ability to create basic ROI model
- 20% Travel and willingness to videoconference
Responsibilities
- Designs and optimize end to end customer experience through the use of CX methodology and supporting tools (e.g. Blueprints, Experience Maps, CX Design Flows)
- Leverages human-centered design when creating artifacts
- Completes research as necessary to build/maintain knowledge related to industry, market, clients, and consumers (e.g. researching competition, best practices, etc.)
- Responsible for stakeholder management and ongoing management of all artifacts
- Collaborates with product, and project managers to define solutions and influence priority
- Creates CX updates for Client QBRs
- Reviews proposed product/process changes and provide feedback/recommendations
- Lead customer communication strategy for relevant clients/products/services
- Monitors program performance by evaluating analysis and insights and working with the appropriate areas/departments to implement a change. Engage cross-functional teams when necessary to troubleshoot or resolve identified breakdowns having a significant impact on NPS
- Recommends improvements based on business cases created from findings, present suggestions to functional business leads
- Creates CBA to demonstrate business value of CX initiatives
Skills
CX Methodology
Blueprints
Experience Maps
Human-Centered Design
Stakeholder Management
Customer Journey Mapping
Process Flow Maps
Cross-Functional Collaboration
NPS
CBA
Client QBRs
Assurant
Provides risk management and insurance solutions
About Assurant
Assurant provides risk management solutions that focus on protecting major consumer purchases, particularly in mobile devices, electronics, and smart technology. The company offers insurance products and extended service contracts that help consumers safeguard their investments in high-value items. When a product is damaged or malfunctions, Assurant also provides repair services to restore it efficiently. This approach helps clients minimize financial losses from unexpected events. Assurant generates revenue through the sale of insurance policies, service contracts, and repair services. Unlike many competitors, Assurant emphasizes diversity, equity, and inclusion within its corporate culture, which enhances its ability to serve a diverse customer base. The company's goal is to support consumers and businesses in maintaining their day-to-day operations while protecting their investments.
New York City, New YorkHeadquarters
1892Year Founded
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
Health Insurance
Hybrid Work Options
Professional Development Budget
Risks
Integration challenges from acquiring iSmash may affect operational efficiency.
Regulatory scrutiny from acquiring American Lease Insurance could pose compliance challenges.
Cultural clashes from acquiring American Financial & Automotive Services may impact operations.
Differentiation
Assurant specializes in risk management for mobile devices and electronics globally.
The company offers insurance, service contracts, and repair services for high-value items.
Assurant's DEI commitment fosters innovation and enhances customer understanding.
Upsides
Increased demand for mobile device insurance due to remote work trends.
5G expansion drives demand for new devices and related insurance products.
Acquisition of iSmash enhances Assurant's tech repair service capabilities.
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