Customer Advocate Manager Jobs

Inclusively is partnering with a leading insurance software company to hire a Customer Advocate Manager. **Please note: this role is NOT an internal position with Inclusively but with the partner company.**

ABOUT INCLUSIVELY:

Inclusively is a digital tech platform that connects candidates with disabilities including mental health conditions (e.g. anxiety, depression, PTSD), chronic illnesses (e.g. diabetes, Long COVID), neurodivergence (e.g. autism, ADHD) and other disabilities under the ADA. Applicants with one or more of these conditions are encouraged to apply; Inclusively does not require applicants to disclose their specific disability.

We are currently searching for a Customer Advocate Manager who will develop relationships with existing customers who have challenges utilizing or adopting our 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

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

What You’ll Need to Succeed

We’re looking for someone who:

• Can work remotely or from one of our offices

Your experience should include some or all of the following:

• Insurance agency experience
• 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 partnership with cross-company departments
• Bachelor’s degree or equivalent work experience preferred
• A strong aptitude for strategic thinking and tactical execution
• Ability to use data metrics to reduce risk
• 3+ years of experience in account management
• We proudly support and encourage people with military experience, as well as military spouses, to apply

Additionally, you may have:

• Salesforce experience
• Experience working with our or other insurance management systems a plus

What You’ll Gain

Benefits from Day One

• 401(k) and/or RRSP retirement savings plans with employer match
• Health insurance plans, dental, and vision
• Wellness incentives

Work-Life Balance

• Personal/sick time
• Paid parental leave (U.S. candidates)
• Paid holidays
• Volunteer time off
• Flex Time
• Competitive paid vacation time and a free day for your birthday