Senior Client Success Manager, EMEA

Description

We’re pushing the boundaries of Insurance Technology

INSTANDA is the worlds first no code platform for Insurance. A pioneering Insurtech, we’re revolutionising the insurance industry by offering insurers a versatile tool to create, manage, and distribute digital insurance products. Our innovative technology empowers insurance carriers to adapt swiftly to market demands and navigate the evolving landscape. Our Technology is consistently recognised as the best policy administration platform for innovative insurers, winning awards in both the UK and US.

INSTANDA has grown significantly in recent years and we are now a team of 180+ employees based in the UK, EMEA and US, with partnerships that operate worldwide. We’re continuing to grow our business and our Sales team is at the forefront of our growth plans.

Follow us to learn more: Instanda.com | LinkedIn | Twitter | YouTube

The Role

As a Senior Client Success Manager at INSTANDA, you will play a crucial role in ensuring the success and satisfaction of our valued clients. You will be responsible for demonstrating INSTANDA’s value and enhancing the customer experience for sustained loyalty and long-term revenue generation. You will achieve this by building strong client relationships, understanding their unique needs, and helping them maximize the benefits of the INSTANDA platform. This role combines technical knowledge, customer relationship management, and excellent communication skills to drive customer retention and growth.

Based in the UK with remote flexibility, you’ll occasionally visit our London office to collaborate with the team and key stakeholders.

What you will do

• Build and maintain strong, long-term relationships with key and senior client stakeholders, serving as their primary point of contact and advocate within INSTANDA.

• Understand client objectives and challenges to provide tailored solutions and support.

• Serve as the primary point of contact for large and key clients, addressing their inquiries and concerns promptly

• Develop an in-depth understanding of the INSTANDA platform and its capabilities.

• Provide training and guidance to clients on how to effectively use the platform to meet their business goals.

• Identify opportunities to enhance client utilisation of INSTANDA's features.

• Conduct regular check-ins, business reviews, and performance evaluations to monitor client satisfaction and identify opportunities for enhancement.

• Partner with Account Managers for client renewals and expansion opportunities

• Actively listen to client feedback, troubleshoot issues, and coordinate with internal teams to ensure timely resolution of concerns.

• Work at a detailed (ticket) level alongside Platform Support, to resolve client problems, prioritise work, and drive internal and external stakeholders to deliver solutions in a timely manner.

• Project Manage client issues - recording, managing, and driving actions in a proactive manner.

• Act as a liaison between clients and internal teams, ensuring that client issues are resolved promptly and effectively.

• Escalate and manage critical client issues, working closely with the Platform Support team

Line Management:

• Potentially

Requirements

• 5+ years of experience in a client-facing role, such as Client Success Manager/Lead, Account Manager, Project Manager or similar.

• Line Management Experience preferable

• General knowledge of the Insurance Industry preferable

• Understanding of SaaS and technology solutions, with the ability to communicate technical concepts to non-technical audiences.

• Excellent interpersonal, communication, and presentation skills.

• Analytical mindset with the ability to analyse problems at a detailed level and draw actionable insights.

• Proven ability to build and maintain positive relationships with clients.

• Self-motivated, proactive, and capable of working independently or collaboratively.

• Project Management / Kanban skills and the tenacious ability to proactively drive issues forward, with input from teams outside of your direct management control

• Understanding how to use JIRA, FreshDesk, Confluence, Outlook, Teams and Slack is not required but recommended.

Benefits

• Competitive salary
• Generous 28 days holiday allowance, in addition to public holidays.
• For every year of service you complete, we’ll give you an additional days holiday (max. 5 days)
• One Dynamic Day per month on top of your holiday allowance to spend time doing the things you want to do or simply catching up with life admin.
• Remote & Hybrid approach varying with the nature of your role.
• Life cover; income protection and participation in the company pension scheme
• All employees are included in the company discretionary bonus scheme.
• £100 per month to put towards wellness activities.
• Annual learning & development allowance of £1,250 and free access to LinkedIn learning and Microsoft ESI learning platforms