Responsibilities

Gain a well-rounded understanding of our customer facing applications with a primary focus on our lease and asset management platform
Manage the onboarding of new customers: Executing an onboarding program through both directly leading certain activities, such as initial orientation and discovering business objectives, and coordinating other key resources such as a software engineer to deliver deep integration advice or troubleshoot implementation issues
Serving as the customer's primary point of contact for our customer facing applications and assuming responsibility for overall customer account health through the entire lifecycle, driving customers to achieve their objectives.
Prepare and deliver content to educate customers in both business value and technical functionality
Create valuable, distributable content for the education, onboarding and maturing of our customers in multiple formats including print, webinars and video
Monitor customer health trends and execute activities based on risks and opportunities. This could include running a training session on a particular feature, or partnering with a Technical Product Innovations Team member to deliver a deep technical discussion
Build a regular cadence with enterprise customers to review progress of onboarding, achievement of goals, provide valuable input and advice and act as the customer advocate - relaying feedback and escalating issues within internal teams at Insight Investments
Drive customer metrics, customer reference-ability and advocacy
Track all customer issues to timely resolution escalating as needed to product and engineering teams
Enjoy working with customers and helping them solve problems
Take the initiative to grow the role and grow in the role
Work with the team in program development and improvement
Travel will be required to customer sites

Qualifications / Education

Previous experience in SaaS customer success management, account management or technical account management roles dealing with technical/software dev related solutions
General knowledge across cloud, web and mobile software architecture
Enjoy working with customers and helping them solve problems
3-5 years’ experience in the Equipment Finance and/or Leasing space is a plus
Previous experience with LeaseWave or LeasePlus lease accounting systems a plus
Excellent listening skills, presentation skills and engaging personality
Ability to forge and maintain relationships with key customer stakeholders and internal Insight Investments stakeholders
Proven success across project management, process improvement, crisis management, service excellence
Diligent and organized, willing to get hands on in a fast-paced growing companny
Bachelor’s degree or equivalent work experience is required

Skills

Must be highly motivated individual with high level of initiative and an attitude of willingness
Must be team player willing to assist others at all levels of the organization
Strong verbal and written communication skills; and excellent interpersonal skills with the ability to provide superior customer service and maintain cooperative working relationships
Strong organizational and time management skills with the ability to multi-task and work autonomously or with a team
Strong attention to detail
Ability to communicate effectively on a one-on-one basis or in group setting
Ability to exercise strict confidentiality

Insight Capital Solutions, LLC is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, sexual orientation, gender identity, disability, status as a Veteran or other protected classification.

Division

Insight Capital Solutions

Insight Investments

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Customer Success Manager