Senior Customer Success Manager

Cape Analytics

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/13/2021
  • Website: capeanalytics.com
  • Company Address: 888 Villa Street 5th Floor, Mountain View, CA, 94041

About Cape Analytics

Cape Analytics uses deep learning and geospatial imagery to provide instant property intelligence for buildings across the United States. Cape Analytics enables insurers and other property stakeholders to access valuable property attributes at time of underwriting—with the accuracy and detail that traditionally required an on-site inspection, but with the speed and coverage of property record pre-fill. Founded in 2014, Cape Analytics is backed by leading venture firms and comprised of computer vision and risk analysis experts.

Job Description

Cape Analytics provides instant property intelligence for buildings across the United States. Cape Analytics enables insurers and other property stakeholders to access valuable property attributes at time of underwriting, with the accuracy and detail that traditionally required an on-site inspection, but with the speed and coverage of property record pre-fill. Founded in 2014, Cape Analytics is backed by leading venture firms and innovative insurers and is comprised of computer vision, data science, and risk analysis experts.
 
Position Summary:
As a Senior Customer Success Manager, your key roles and responsibilities will center around providing customers with an exemplary solution experience whilst maintaining a sharp eye for retention, renewal, up-sell, or growth/adoption opportunities. While supporting new prospect engagements and value discussions in parallel, you will proactively manage and grow the adoption of Cape's product offerings within our existing customer base. The role will require the ability to develop and execute a customer success management strategy that drives retention, renewal, and adoption within our key accounts, thereby creating significant up-sell opportunities. This can be done through successful on-boarding, prescriptive discussion around increased adoption, streamlined and comprehensive support, and transparent usage discussions to deliver a world class customer experience. 
Additionally, you will create programs which are designed to help Cape prospects and customers get the most value from our products by identifying opportunities and strategies to improve their business, drive and influence action, and achieve target results through Cape’s property intelligence insights. This will require you to understand our prospects' and clients' business needs, expectations, and goals at the business application-level so that you can provide the best consultative solution to invoke action. 

What you'll do

    • Develop and implement a detailed strategic customer success plan to demonstrate how to maximize production adoption, efficient usage, and identify up-sell opportunities to drive revenue growth.
    • Drive prospect and customer discussions regarding the value of Cape’s solutions for insurance carrier use cases.
    • Develop, implement, and execute training and on-boarding programs to ensure fully enabled customers (renewals, paid trials, POCs and special projects).Proactively build a superior customer experience within the Cape product ecosystemWork with internal teams to develop training, on-boarding, support, account management, and other related programs to support Customer Success initiatives.
    • Drive and establish Cape's value, develop usage growth, and increase user engagement by being the account, product, and business expert in assessing and addressing the overall health of assigned accounts at any given time. 
    • Take a proactive approach in growing usage and enabling customer success through product education, new feature introduction, account review, escalated support needs, or other interface opportunities. 
    • Proactively provide customer and product feedback to other parts of Cape's organization (e.g. Product, Marketing, and Sales), specifically, issues related to product performance and product development as well as any competitive feedback received from the market.
    • Provide on-going user support via in-person, email, virtual/webinar and telephonic client interactions.

Skills/Requirements:

    • Bachelor's degree in Business, Management, or related field preferred5+ years customer success, account management, sales, customer training or equivalent experience, preferably with SaaS or data-driven product company.
    • Proven success driving technology adoption, usage, and client engagement. Must have proven record of client success strategies with a focus on renewals, retention, and up-sell opportunities.
    • Strong verbal and written communication skills including the ability to present to executive-level audiences as well as users (both business and technical audience).Domain expertise in SaaS, data-driven products, or experience in the insurance or real estate verticals preferred. Underwriting, claims, or actuarial experience is a big plus.
    • Ability to troubleshoot and resolve service related issues whether they be business or technical issues.
    • Ability to work cooperatively within a team and across the organization matrix to achieve group and organizational goals.
    • Strong business acumen and ability to build strong client relationships.
    • Strong organizational and problem solving skills.
    • May require local or overnight business travel up to 50%.
We believe:
 
*Talent is critical, but best when tempered with humility
*Self-motivation leads to the best outcomes
*Open, direct communication is a sign of respect
*Teamwork drives success
*Having fun together is an important part of the job
 
***Cape Analytics is an E-verify participant.***

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.