CUSTOMER SUCCESS MANAGER

Open GI is a leading software development company and a trusted partner to the general insurance industry. Based across the UK and Europe, our support and development services make us a truly diverse organization that offers a range of IT solutions to insurance brokers, insurers, and managing general agents. It is our mission to be both the Technology Partner and Employer of Choice to the UK General Insurance market. Our people are placed at the heart of this and diversity, equality and inclusion are central to everything we do. We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture, and, as part of our commitment, we have signed up for a number of pledges and programmes designed to support and nurture our people. No matter where you sit or which team you are a part of, we want you to know that you contribute in helping us to shape where the company will be in the future. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work. The Customer Success Manager at Open GI is a key role focused on ensuring the successful adoption and optimal use of our insurance software solutions by clients, including Brokers, Insurers, and MGAs. Working closely with and providing support to Account Directors, this role involves developing robust client relationships, enhancing customer experience, evaluating and addressing customer needs including product requirements. Fostering trust and transparency, the Customer Success Manager will support customer onboarding for new solutions, identify and close product gaps, drive retention and renewals to promote customer loyalty. Your key responsibilities Develop healthy customer relationships Maintain Enterprise Customer Surveys and monitor customer happiness trends Enhance customer experience and knowledge of the system, supporting them by building training plans Evaluate Product and wider customer needs Understand customer requirements and goals, developing customer success plans Build trust and transparency by proactively engaging with and establishing communication with customers Enable transactional growth for the client (e.g. supporting the launch of a new product) Support in the communication of the product road maps Evaluate customer onboarding, maintaining a view of customer projects and providing feedback Monitor customer Retention/Renewals Identify opportunities for up-selling and cross-selling Monitor system use, maintaining checks on seat count, transactional units, and license bandings Promote customer loyalty by devising loyalty programs, developing reference sites, case studies and testimonials Experience Broad awareness of contractual terminology Proven experience in customer success, account management, or similar role in the software or insurance industry Knowledge of software development and full product lifecycle (advantageous) Knowledge of all aspects of Open G I software solutions (advantageous) Experience of insurance broking business processes (advantageous) Experience in managing multiple parties including third party suppliers In-depth understanding of software solutions in the insurance sector Skills Excellent communication, interpersonal, and problem-solving skills Able to understand client needs and translate them into actionable solutions Strong time management, planning and prioritising skills Commercially focused Able to interpret and present statistics both to customers and colleagues Strong understanding of Open GI technology, current market, and emerging technologies Good working knowledge of MS Products Practiced and effective listener Strong interpersonal and relationship management skills Mission and Values Our mission is to be both the Technology Partner and Employer of choice for the UK General Insurance Market. Our values are central to this vision, as they represent how we collaborate how we work together in synergy and continually deliver for our customers: Accountability: We take personal pride in finding solutions and achieving results Innovation: We lead the market by being proactive, product-led and forward thinking Teamwork: We work collaboratively, recognising and celebrating success Trust: We build trust on integrity, transparency and respect We are looking for an individual who embraces our values in their actions, decisions, communications and processes to inspire positivity and, ultimately, exceptional performance. Benefits package Competitive salary depending on skills and experience Company pension Bonus opportunity Life assurance and critical illness cover Cycle to work scheme Perkbox – an exclusive platform offering a wide range of discounts and benefits Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme A hybrid approach to work Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work Social clubs - whether you’re into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together Wellbeing – wills at work scheme, employee assistance programme and mental health first aiders To apply for this role please click the apply button and send us your covering letter and CV.