Customer Success Specialist (CS)

Advisor Success · Costa Mesa, California
Department Advisor Success
Employment Type Full-Time
Minimum Experience Mid-level

Job Title: Customer Success Specialist (CS) 


Company Overview

Finaeo is a venture-backed Insurtech working to digitize the distribution of life insurance. Finaeo’s platform connects insurance carriers, advisors and their clients to accelerate the rate of policy fulfillment. Founded in 2016 with headquarters in Toronto and California, Finaeo is building the infrastructure required to connect and power the life insurance industry, globally.


Position Summary

You will play a critical role in sharing Finaeo’s story and mission of bridging the digital divide that currently exists in the insurance industry. You will be accountable for ensuring our customers continue to engage and use our platform and providing valuable customer feedback back to the product group. You will be essential in ensuring the success of Finaeo’s customer success strategy, and will work to use data to improve our customer engagement, creating moments of delight to our customers.


You will work closely with our Senior Executive Team, Product, Marketing, and Business Development teams to ensure customer engagement with our platform. You will leverage data to manage customer cohorts, ensuring all their technology needs are met through our platform.


Responsibilities


  • Customer cohort management -- setup reach out cycles for each appropriate customer cohort. Ensuring each customer cohort is aware of our support. 
  • Data analysis  -- Leveraging our platform usage and transaction data to create tactics on effective reach out.
  • Communication and liaison with multiple resources within the insurance industry to establish and adjust advisor contracts
  • Customer education - running info sessions and web events targeted at advisors to promote carrier partnerships and integrations
  • Solicit feedback loop  -- Ensure our customers are heard and to create that feedback loop back to our product team.
  • Internal champion  -- Being that internal customer champion voice at the table at internal meetings, ensuring that voice is heard.
  • Customer success analytics and reporting -- creating and managing a success dashboard with all KPIs updated with the details of our customer usage and transaction data.
  • Serve as an expert on our platform (Marketplace, Carrier Portal, Client Portal) and all of its capabilities to develop recommendations for increased adoption and maturity of users

Requirements

  • Knowledge of insurance industry and insurance sales process an asset
  • Experience with Intercom and Amplitude an asset
  • Works well at a high pace environment often with imperfect information, willing to take on big challenges, take accountability and drive outcomes. 
  • Previous experience in a senior customer success role.
  • Familiar with customer success  best practices. 
  • Comfortable with problem-solving and taking initiative in ambiguous situations. Demonstrate the ability to work independently and be a self-starter.
  • Demonstrate understanding of customer success cohort analysis management,  tactics with a focus on driving WAU. Experience with systematic customer reachout is important.
  • Solutions driven for customers, finding out problems and addressing them quickly for customers
  • Must have empathy for our customers and not be shy about reaching out to customers, our customers are human beings on the other side of the platform



Additional Notes 


  • Finaeo is a remote work environment at this time and we welcome candidates from all over the US and Canada
  • Finaeo is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment. We do not discriminate on the basis of race, religion, disability status, gender, age, sexual orientation or other personal and/or intersectional identities.
  • We welcome and encourage applications from racialized groups, all genders and sexual orientations and people with disabilities to apply. Accommodations are available on request for candidates taking part in all aspects of the selection process.


To apply

Email Linkedin profile and cover email to: donald@finaeo.com

Thank You

Your application was submitted successfully.

  • Location
    Costa Mesa, California
  • Department
    Advisor Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level