Customer Success Specialist - Insurance

Job Title: Customer Success Specialist

Position Type: Contract, Full-Time, Remote
Working Hours: CST

Pavago is seeking an experienced Customer Success Specialist with a strong background in the insurance industry to support our client’s needs. In this role, you will play a vital part in ensuring client success by delivering exceptional guidance and support throughout their journey with our products and services. Your responsibilities will include managing customer onboarding, conducting product demos, and diligently tracking customer usage and satisfaction metrics. Experience in medical sales is a plus, but your expertise in insurance will be key to thriving in this position.

Onboarding and Demos

• Conduct product demonstrations, showcasing the features and benefits of our solutions tailored to the insurance sector.
• Collaborate with the sales team to assist in highlighting product value to potential clients.
• Guide new customers through the onboarding process, addressing any questions or concerns they may have.

Customer Engagement and Satisfaction

• Proactively follow up with customers to track their usage of the product, gather feedback, and assess satisfaction levels.
• Initiate renewal conversations with clients nearing the end of their subscription period to secure renewals and build long-term relationships.

Billing and Metrics

• Maintain accurate records of billing data to ensure proper and timely invoice processing.
• Track metrics related to customer usage, satisfaction, and retention, and generate monthly revenue reports for analysis and decision-making.

Insurance Industry Expertise

• Extensive experience in the insurance industry, with the ability to navigate its complexities and prioritize customer satisfaction.
• Medical sales experience is a plus but not required.

People-Oriented and Problem-Solving Skills

• Enjoys working with people and assisting them in resolving issues.
• Fluent in English at a native American English level for effective communication with customers.

Proficiency in Excel and Spreadsheets

• Advanced skills in Excel and spreadsheets for efficient data management and reporting.

Patient and Friendly

• Demonstrates patience and friendliness, fostering positive interactions and relationships with customers.

• Industry Background: A solid background in insurance customer success and engagement is essential. Medical sales experience is a bonus.
• Technical Proficiency: Proficient in using tools like Zoom, Slack, and CRM platforms to enhance customer support and engagement.
• Key Competencies: Advanced Excel skills for billing and reporting, along with a strong ability to build meaningful customer relationships.

A typical day for the Customer Success Specialist involves checking customer usage and satisfaction metrics, addressing any issues or follow-ups, and collaborating with the sales team to conduct product demos. You’ll assist newly closed customers with onboarding, update billing data, and generate monthly revenue reports to track performance and inform strategic decision-making.

1. Initial Phone Call: A brief conversation to understand your experience and suitability for the role.
2. Video Interview: A 30-minute call to explore your professional background and assess your skills.
3. Practical Assessment: Showcase your abilities through relevant tasks.
4. Final Interview: A comprehensive discussion with our client to ensure alignment.
5. Background Checks: Swift verification of your references and past employment details.

If you’re passionate about building meaningful customer relationships and providing personalized support, we welcome your application. In this role, you’ll play a critical part in ensuring client satisfaction and loyalty by addressing their needs with diligence and empathy. Leverage your expertise in insurance to help clients succeed, and use your communication skills to foster trust and engagement.