Vector Solutions

Compensation

Full Description

Description: • Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption • Serve as primary contact for all accounts in your book of business • Conduct regular business reviews to measure and achieve success against customer goals • Proactively communicate platform updates, best practices, and progress against open issues to your book of business • Work cross-functionally and with customers to ensure state law requirements are met through products and trainings • Identify and escalate major product issues, client concerns, and retention risks • Host best practices webinars and office hours on a rotating schedule • Participate in the User Acceptance Testing as requested by senior leadership • In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles • Contribute to team projects as directed by leadership • Serve as point of escalation for customer care issues • Thoroughly understand your product, including independently providing demonstrations to customers • Identify, document, and resolve issues that occur including assisting junior team members with problem solving • Lead your platform team of Customer Success Manager colleagues in prioritizing open customer issues, ensuring clear documentation of those issues for visibility to the wider team • Actively participate cross-functionally to prioritize product issues based on maximizing retention of the broader customer base, including articulating solutions that capture synergies to address needs of multiple customers • Work as a liaison between your book of business, your platform’s broader customer base, and internal technical teams to drive action that directly contributes to customer satisfaction, retention, and upsell • In response to new product releases, lead the development and deployment of customer-facing documentation, release communication, and how-to knowledge to ensure successful adoption of new features • Drive the improvement or new development of practices that improve customer awareness and utilization of Vector’s platforms. • Other duties as assigned Requirements: • 5-7 years’ experience in a customer-facing, service-oriented position focusing on relationship management • Bachelor’s degree in a related field • Knowledge of risk pools and partnerships is preferred • Experience with Public sector, including Fire and Law Enforcement • Ability to manage projects with complex, larger organizations • Knowledge of state specific laws related to products, training requirements, and compliance • Ability to perform in a self-managed environment • Excellent interpersonal skills needed to develop strong business relationships with clients • Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software • Confidence presenting new ideas to clients and high-level executives • Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly • Excellent communication skills verbally and written in addition to presentation skills • Strong work ethic and ability to work independently with minimal supervision • Excellent organizational skills • Ability to adapt to new conditions, assignments, and deadlines • Excellent time management, goal setting and prioritization capability • Thrives working in a fast-paced, team environment • Continual development of the Vector Leadership Competencies • Ability to travel up to 10% Benefits: • Comprehensive, quality benefits package effective first of the month following your date of hire • Matching 401(k) retirement plan • Healthy work-life balance with flexible work arrangements and generous time off • Educational assistance available for all employees • Generous referral incentive program • Company social events • Philanthropic opportunities