Senior Insurance Account Manager (CSM)

Who we are at Embroker

Embroker makes commercial insurance simple. 

Since 2015, our team has worked to bring the insurance industry into the 21st century and beyond. Backed with $150M in funding, Embroker is creating the go-to business insurance for high-growth companies. Our digital-first experience combines the best policies with the right rates that fit customer needs.

Nothing is possible without our team. As part of the Embroker Pack, you will have a direct and enormous impact on daily operations, team interactions, and culture. You’ll build cool things, meet great people, and grow with us. All from the comfort of your couch.

We are helping businesses plan for tomorrow, so they can change the world today. Are you in?

The Value of this position

We're looking for a talented Senior Customer Success Manager to join the Embroker Customer Success team. At Embroker, we believe that our success is 100% dependent on the service we provide our customers. We don’t want our customers to be merely satisfied - we haven’t done our job until our customers are wildly successful making better business decisions and mitigating risk. The Senior CSM is responsible for managing day-to-day client service requests, handling client renewals, marketing to carriers and overseeing customer success services. 

What you will own in this role:

• Partner with producers to sell and manage dedicated client’s insurance portfolio(s) through entire lifecycle.
• Manage client’s insurance portfolio in Salesforce/TechCanary (AMS) and Embroker’s proprietary cloud-based service platform.
• Recommend coverage improvements and additional policies based on experience and tools available in the Embroker proprietary cloud-based service platform.
• Actively prepare a client for renewal by discussing or providing strategy options, state of the market, etc.
• Provide guidance and create value added risk management client facing tools. 
• Ensure that clients are comfortable with and are able to utilize the tools available in the Embroker proprietary cloud-based service platform including: benchmarking, policy upload, exposure upload, certificates, claims, and self-service features.
• Assist with application preparation and data submission.
• Quote online or send submission to markets as applicable.
• Bind policies & Process policy audits.
• Manage requests for certificates and endorsements
• Work with support teams to help deliver outstanding client service and satisfaction.  This may include mentoring, answering questions, helping to improve processes, etc.

What experience we think is the right fit :

• Property and casualty producer license with 10 years experience.
• Technical knowledge of property & casualty coverages.
• Experience with technology industry coverages, such as E&O/Cyber, BOP, Management Liability (D&O, EPLI, Crime) and Workers Comp.
• Comfortable in a quickly changing and dynamic environment.
• Experience with Salesforce, G-Suite, Zoom and Slack is a plus.
• Takes pride in delivering high quality client service outcomes and satisfaction.
• Self-starter who thinks critically and adapts quickly.
• Ability to work in fast paced, high transaction volume environments with minimal training.
• Ability to meet deadlines and goals consistently.
• Strong organization, verbal, written, and analytical skills.

Our Pack at Embroker lives our values

Pack First

We succeed and fail as one team. We always optimize for what is best for our entire organization. We communicate honestly and openly, treat each other with mutual respect, and assume positive intent in interactions. 

Create Magic

We deliver delightful experiences at every customer touchpoint and dedicate ourselves to make each one exceptional. We build transformational world-class products by applying our full creativity to find solutions to even the hardest problems. 

Be All-In

We make focused commitments. We are accountable to ourselves and each other to deliver on time. We move fast and attack challenges with relentless positivity. We build things that make us proud.

We believe that systemic structures and practices disproportionately disadvantage the most marginalized people in society — including people of color, people from working-class backgrounds, women, and LGBTQ people. We believe that these communities must be represented and included in the work we do, to make our Pack stronger, more creative, and improve the way we do business. We strongly encourage applications from people with these identities or who are members of other marginalized communities.