About the Role
Customer Success Manager (TPA – SaaS)
Full-Time
Work From Home – California USA, WFH, CA, US
Salary Range:$90,000.00 To 120,000.00 Annually
POSITION: Technical Customer Success Manager Enterprise/SaaS
LOCATION: Remote California
WHY JOIN US?
Riskonnect, Inc. is the leading integrated risk management software solution provider. We explore ways to deliver new value, foster creativity, and reach beyond boundaries. We use drive and commitment to energize, engage, and inspire others. We do what is important and strive for continuous improvement, working with passion, and purpose. We act with mutual respect, communicate fearlessly, and collaborate to leverage our collective talents. At Riskonnect, we share this set of expectations and values. They guide us every day in every way. These values are more than words they unite our organization and bring meaning and purpose to what we do.
THE TEAM
Teamwork is the heart of Riskonnect. We thrive on collaboration, believing it’s the key to our growth and innovation in risk management. We encourage feedback, offer advancement opportunities, and support continuous learning. Join us to experience a culture that values teamwork and embraces a collaborative mindset, where your success is our success.
THE OPPORTUNITY
In this role, you will serve as the dedicated Customer Success Manager for one of our key clients. You will maintain a book of business to meet defined goals and guarantee client satisfaction and realization of the Riskonnect value proposition. Provide overall account management for the client accounts. Scheduling and leading periodic meetings at the client and other locations as needed; periodic status reporting on the dedicated Riskonnect Services and Support team in accordance to teams requirements; customer service and problem resolution; coordination of software upgrades/releases; periodic evaluation and suggestions on software utilization; notification of future software availability and other duties as agreed upon by Riskonnect and the client.
Responsibilities:
- Ensures good customer health of client book
- Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email Campaigns, etc)
- Facilitate business requirement meetings for new or enhanced functionality. Develop requirement specifications for development.
- Act as a liaison between Riskonnect, client, and 3rd parties like TPAs.
- Act as point person for any issues that need to be escalated.
- Mobilize the right people to get involved from within the client, Riskonnect and any other outside organizations (e.g., TPAs, Bill Review Companies).
- Provide management status reports on projects and support issues.
- Facilitate and coordinate any data project. This includes, revising codes, policy changes, organization structure changes etc.
- Develop and maintain operational procedures.
- Act as project manager for any large project.
- Manage and oversee any Riskonnect dedicated resources for the client.
- Work with the client to develop technical and business specification for enhancements.
- Work with users on the deployment of the enhancement which may involve workflow changes, training, and system configuration.
- Understand business need of enhancement requests submitted by the client.
- Clarify enhancement request, to ensure both parties have same understanding.
- Obtain additional information to complete either the analysis or the actual work.
- Evaluate the business need and determine if it is appropriate. Offer other alternatives if it seems appropriate.
- Provide a weekly report of the open Enhancement Requests
- Collaborate closely with developers to implement the requirements, provide necessary guidance to testers during QA process.
- Prepare Amendment Documentation that includes initial specification details.
- Develop and execute test plans/use case scenarios.
- Support system conversions, upgrades, enhancements.
- Prepare and coordinate training materials.
- Prepare and manage User Acceptance Certificates, approvals, and invoicing.
- Cross-train application support analyst on enhancement specification and testing.