Customer Advocate Manager

Job Overview
Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for a Customer Advocate Manager who will develop relationships with existing customers who have challenges utilizing or adopting Applied solutions and functionality. The ideal team member will be focused on identifying the risks and challenges, devising long-term and short-term strategies for increasing retention, and executing defined plans to ensure high customer satisfaction.
What You'll Do

• Develop a relationship with your assigned customers; actively listen, be empathetic, and establish trust
• Gather an in-depth understanding of the customer's organization, and document business priorities, current risks, and challenges to ensure customer retention
• Take ownership, act with a sense of urgency, and exceed expectations by over-communicating
• Lead the client through the execution of the plan through a defined cadence of touchpoints while maintaining a clear view of customer objectives and KPIs.
• Act as a liaison between product management and the customer with a focus on communicating the roadmap
• Become familiar with our industry with a desire for learning Applied's products
• Investigate and document root causes of process inefficiencies and make proposals on opportunities for process improvement across the organization
• Engage professionally in person (via Zoom), emails, and on the phone to assist with every client need or issue through resolution
• Interact with teammates and other departments to collaborate and problem-solve
• Performs other duties as assigned by immediate manager or management team.

What You'll Need to Succeed
We're looking for someone who:

• Can work remotely or from an Applied Systems office

Your experience should include some or all of the following:

• 3+ years of experience in account management
• Insurance agency experience
• Experience working with the Applied portfolio of products or other insurance management systems
• A strong aptitude for strategic thinking and tactical execution
• Ability to use data metrics to reduce risk
• Excellent organizational skills and the ability to manage, prioritize, work under pressure, and meet deadlines
• Strong interpersonal and influencing skills, with the ability to establish credibility and strong partnerships with cross-company departments
• Bachelor's degree or equivalent work experience preferred
• We proudly support and encourage people with military experience, as well as military spouses, to apply

Additionally, you may have:

• Familiarity with customer relationship management (CRM) software and tools, preferably Salesforce
• Familiarity with process improvement concepts

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
For 40 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.
We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.
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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