Entry Level - Customer Success Manager

Customer Success Manager 

Austin, TX

At Acrisure Technology Group, we are digitally transforming traditional insurance and financial services distribution by building innovative software and AI solutions.

We operate at the intersection of world-class AI talent and seasoned industry expertise. We aren’t afraid to challenge conventional wisdom for the benefit of our customers, nor do we think we have all the answers. Our culture values first-principles thinking, humility, bold action, and fresh, heterogeneous perspectives that help us see what others cannot, to transform the industry. We want your help.

As a Partner Success Manager, you will ​​empower Acrisure Agency Partners (AP) to realize the value of ATG’s technology solutions by working with a nimble team to drive adoption and business outcomes. You will be the ultimate advocate for Acrisure APs and their stakeholders and become a trusted representative of the voice of the customer at ATG. To achieve this, you will develop, execute, and share success playbooks and establish scalable processes and systems to generate awareness, drive adoption, and provide an optimal customer experience for our technology users.

Here are some of the ways you’ll achieve impact:

• Implement a scalable user support system that delivers a high-quality, consistent experience.
• Conduct activities across five key Partner Success areas (value messaging, field enablement, driving critical metrics, feedback loop, and support) that ensure successful go-to-market and post-sale outcomes with ATG’s technology solutions.
• Get to know our APs, catalog how they operate, their agency strategy, their tech readiness,s and represent the customer voice within the Product organization.
• Identify the customer pains, unmet needs, and opportunities for the ATG Product organization to pursue.
• Develop and execute plans to meet customer needs, including influencing the technology roadmap and rounding out the user experience with effective non-software-product solutions.
• Bring an AP-focused lens to Product strategy, including thinking beyond the technology solutions to real-world AP problems.
• Ensure adoption and subsequent revenue & profitability outcomes, while winning champions who want to tell their story.

You may be fit for this role if you are:

• High energy. You bring passion and enthusiasm to your work and are highly productive in a fast-paced environment with minimal day-to-day oversight.
• Results-oriented. You value outcomes over activities, and you can independently chart your path to deliver the desired results.
• Customer-centric. You bring a high level of empathy for our partners/customers and can establish frameworks to structure our thinking about their wants, needs, and how to drive outcomes.
• Adept at ensuring scalability: You prioritize one-to-many enablement activities over one-to-one enablement activities.
  • Capable of driving success in ambiguous conditions. You act like an owner and are independently capable of seeking information in an unstructured environment, solving conceptual problems, corralling resources, and delivering results in challenging situations.
  • A concise and effective communicator. You possess strong written and verbal communication skills and can adapt your style for both end-user and executive audiences.
  • A relationship builder. You can build trust quickly with internal stakeholders and customers through a high degree of empathy and with a team-first, collaborative attitude.
• A continuous learner: You are intellectually curious and constantly seek to understand trends at a deeper level, while also being able to reconcile your understanding and communicate across different mental models.
• Have a proven track record of enabling a strong customer experience: You possess a history of successfully driving adoption and/or an exceptional customer experience through any or all of the five dimensions of Partner Success (value messaging, field enablement, driving critical metrics, feedback loop, and support).

Other requirements:

• Work experience: 5+ years of work experience in a customer-focused industry 
• Bachlors Degree
• Location: Willing and able to work from headquarters in either Austin, Texas, or Grand Rapids, MI (preferred), with remote roles considered for the right candidate.