• Job Description

  Req#: CUSTO007097

  Customer Success Manager

  OUR COMPANY

  Milliman (www.milliman.com) is an international consulting firm with over 3,800 employees and $1.1 billion in annual revenue. With over 70+ years in the consulting business, we have an excellent reputation for superior tools and service to our clients as well as transparency and independence. The Omaha Health & Welfare practice was started 20 years ago to serve large employers in the design and administration of their employee benefit insurance plans. Since then, it has expanded to include underwriting to PEOs and MEWAs and now personal benefit plans. Much of our success depends on our employees and our culture that recognizes and rewards employees for the value they bring to our business in general and our clients in particular. The atmosphere is business casual with 60 other professionals in an upscale office setting on the southwest corner of 180th & Dodge Street.

  JOB DESCRIPTION

  As a Customer Success Manager, you will champion customer outcomes through training, onboarding, and ongoing communication to turn this into onboarding, support, and retention strategies. You will also help provide insight for our product roadmap based on customer feedback. You will be involved in project management, account management, educating the customers, demonstrating value to the customers, customer services, and more.

  Responsibilities

  • Drive retention and growth among our customers by understanding their business needs and helping them succeed.
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
  • Collect, analyze, and share customer outcomes with data analytics around customer health metrics and other feedback.
  • Identify and represent the voice of the customer through feedback and internal collaboration on product development, marketing, and sales processes.
  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, and driving customers to additional product adoption.
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
  • Deliver industry-changing applications with competitive cadence.
  • Contribute and adapt to changing requirements, ideas and solutions.
  • Support end users on technical questions
  • Create and establish the customer support infrastructure

  What We Offer

  • A fun, flexible and collaborative work environment.
  • Full support and encouragement for a healthy work-life balance.
  • An expanding team comprised of ground-breaking insurance and software professionals, with a passion for excellence.
  • A competitive salary and benefits
  • Equal Opportunity Employer

  Qualifications

  Required

  • Ability to organize and self-direct to get things done.
  • Embrace technical excellence and continuous learning
  • 4+ years in a Customer Success, Relationship Management, Account Management, or similar role.
  • Exceptional communication skills, highly organized, collaborative and detail oriented.
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
  • Empathetic, positive attitude with a desire to help our customers reach their goals.
  • Experience working with a Customer Success platform.
  • Experience working with, and managing, stakeholders and customers
  • A high level of accuracy and attention to detail is required
  • Flexible approach, able to operate effectively with uncertainty and change
  • Driven, self-motivated, enthusiastic and with a “can do” attitude
  • Willing to work on-site at our Milliman office, located at 180th and Dodge Street in Omaha NE

  Preferred

  • Experience working with SaaS customers.
  • Experience with SaaS products and customer success processes, preferred.
  • Educated to bachelor’s degree level preferred but not essential
  • Experience with insure-tech platforms or benefits administration is a plus
  • Insurance experience in employee benefits and/or personal insurance a plus

  Salary

  Salary will be commensurate with experience and abilities. Milliman offers a full package of benefits, including medical, dental, life, disability, PTO, and 401(k) plans that ranks as one of the best in the area.

  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

  The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

• About the company

  Milliman, formerly Milliman & Robertson, is an international actuarial and consulting firm based in Seattle, Washington.

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