Job Role: VP-Customer Growth & Success

Job Location: New Jersey

Position Brief
Primary responsibility is to ensure deep customer loyalty across a portfolio of clients and increase a customer’s lifetime value. Takes a consultative approach to building a strong executive level partnership across varied tiers of customers. Accountable for NPS higher than 9, and will have a revenue target for existing customer growth. Represent Company in industry events.
This role requires 12+ years of commercial insurance domain experience and 4+ years of successful delivery or relevant experience with underwriting operations, digital transformation and Artificial Intelligence (AI) initiatives.

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Responsibilities
A proactive and consultative approach for Company to be recognized as a strategic transformation partner; drive customer value from Companies products and services; and ensure high engagement rates from each customer.

Responsible to ensure customers achieve their business goals in an efficient and effective manner, strengthen executive relationships, and ensure NPS >9 with a 100% customer retention.
Understand and eliminate/minimize friction points at various stages of the relationship/interaction (lead/prospect/customer).
Responsible to identify & implement account expansion strategies (30% YoY growth) to increase the customer’s lifetime value and identify new partnership opportunities when necessary.
Partner with sales to implement upsell & cross sell closures to meet revenue targets.
Identify market trends and customer behaviors at various stages of the lifecycle and provide direct feedback to strengthen marketing, sales. product engineering and Analyst Relations
Responsible for customer satisfaction with Companies products and ensure SLAs are met. Metrics include program success; NPS; NES; referrals; retention; innovation; growth; change management;
Be the voice of the customer (take a customer first approach) and work closely with internal cross functional internal teams to ensure highest quality of engagement - Customer Success Team (CSG), Presales, Product & Delivery leads, Marketing
Hire and train new employees as Company grows

Requirements:

BA/BSc in business, information technology or related field
Deep commercial lines domain knowledge – 12+ years in insurance
Strong digital/AI transformation and change management experience – 4+ years
Strong knowledge of underwriting/ customer service/growth practices
Ability to influence both business and technology stakeholders strategically
Proven leadership, innovative thinking and communication skills
Must take a customer oriented approach and have a strong propensity for relationship building
Must be willing to travel as needed

VP Customer Growth & Success