Customer Success Manager - Group Mediclaim

Responsibilities :

Learn about Group Mediclaim so that you can articulate the value to existing and new customers.

Educate our clients about health benefits management and onboard them to our own dashboards and roster management tools.

Develop a deep relationship with the customer and an understanding of their employee health to be able to suggest specific product features, interventions, and value propositions.

Help execute and iterate the onboarding experience to maximize client enrollment in our app and understanding of our benefits.

Be the customer's voice within company providing feedback to our Product team to develop/identify new features.

Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and work with our customers to generate new business (upsell and cross-sell)

Serve as the internal voice of the customer and advocate for our clients' needs (services, support, product management, executive alignment).

Manage and track key performance indicators (KPIs) - claims settlements and health app adoption.

Define and measure leading indicators and calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account - Executives and identify opportunities for customer references and case studies.

You may travel on-demand to a customer site for short visits.

Qualifications :

A minimum of 3 years of combined experience in Customer Support/ Success.

Bachelor's and Master's degree from a renowned college or university.

3 - 10 years of experience in B2B customer success, account management, product management, relationship management, or a strategic consulting organization.

Previous experience in insurance broking is preferred.

Should have strong problem-solving skills, with excellent written and verbal communication.

Advanced knowledge of Microsoft Excel/Word.

Passion for solving client challenges and commitment to client delight.

Proven ability to coach, mentor, and develop individual contributors.

Naturally curious, with excellent critical-thinking skills.