Customer Success is critical to our short-term and long-term profitability as an organization. We are successful when our clients accrue continued value from our solutions and services.
Client Success will measure achievement through increased product usage, expanded organizational relationships and reduced client turnover rates.
The Client Success position is expected to provide a white glove service’ to our existing client base and new clients to ensure maximum value from existing products is gained and uncover new applications and use cases for their organization.
This candidate should be able to understand the customer need, organizational challenges, short-term as well as long-term goals.
This role involves strong understanding of the technical aspects of the IFRS 17 accounting standard. It will require the demonstration of expertise and technical knowledge to maintain high level of value perceived in our products and services with the customers throughout their Customer Experience Cycle.
This includes providing clients with the needed on-boarding, training and direction during all phases of the client life cycle post sale.
This role requires a client orientation throughout the Customer Experience Cycle : supporting Business Development Activities, client on-boarding and implementation support, as well as ongoing client support and retention activities.
Roles & Responsibilities
Business Development Activities
Collaborate with marketing and sales teams to participate in industry events proactively engage clients as IFRS 17 subject matter expert in sales engagements
Build and maintain client relationships and extend relationships with key business champions
Apply expertise and experience of industry norms to conduct IFRS 17-oriented meetings with confidence
Customize demonstrations of our solution for the specific needs of clients.
Provide high touch service during trials of our software, supporting the needs of our clients
Act as technical leader on Proof of Concept projects to help ensure appropriateness of scope, responsiveness, and lead presentation / interpretation of results
Compose answers to RFP / RFI functional questions, and participate in the accompanying presentations
Develop case studies to assist clients understand the benefits of the solution
Perform Functional Training sessions for customers
Partner closely with product management to provide feedback on product roadmap, and to communicated details for client enhancement requests
Work in collaboration with third party implementation consultants when required to provide guidance for the best practice parameterisation of the solution, while ensuring quality of the implementation.
Support client retention efforts focused on IFRS 17 product suite
Drive the customer feedback loop process and share the voice of the customer with relevant stakeholder teams
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Provide expert support to our customers
Facilitate the hand-over to client service team at go-live
Minimum of 7 years of experience working in the Insurance industry
Should be considered an advanced or expert level in relation to the IFRS17 accounting standard. Strong understanding the implications from an actuarial, accounting and technological perspective.
Deep understanding of customer needs, particularly in relation to insurance financial reporting processes.
Capability and previous experience in a client facing role is preferred. Experience working in a consulting role with an accounting firm would be ideal.
Demonstrate ability to work in a collaborative team environment, while having the ability to work independently with minimal supervision.
Have a good understanding on product-related requirements, analysis, methodologies and software industry.
Excellent written & verbal communication skills and presentation skills
Position requires approximately 25-50% travel in APAC to meeting with clients, consultants and internal teams.
Experience with the demonstration and promotion of software solutions and associated services
Ability to build relationships at all levels with clients / prospects and the internal organization
Self-starter willing to roll up sleeves to create required content or make necessary viable customized offerings for customers
University degree in Accounting / Mathematics / Finance / Actuarial Science / Computer Science or related subject
Strong insurance technical skills; Actuarial / accounting qualifications would be preferred.