Customer Success, On-boarding Specialist
Customer Success Associate for the leader in insurance payments
ePayPolicy is the nation’s foremost provider of payment processing exclusively for the insurance industry. Our company was founded in 2014 by industry veterans with one goal in mind: Use tech to improve how insurance professionals accept and send payments. The team here is a vibrant, creative group that doesn’t shy away from challenges, continues to hit ambitious goals, and has a deep drive to grow personally and professionally.
We’re the best at what we do, just ask any of our 2,500 clients or 30 state insurance associations that endorse us as their go-to payment processor.
Job description
The Customer Success Associate is responsible for setting up clients for success during their first 30 days on our payments platform. This includes proactively contacting clients when their account is activated, hosting product training for new users, and helping new clients get use from our platform immediately upon signing up. The role is incredibly important because this person is the first point of contact new customers have with our Client Services team.
Responsibilities and Duties
Increase product usage within 30 days of new customers signing up
Assist with troubleshooting and solving customer issues that arise during customer outreach in a timely manner with a positive attitude
Assist with on-boarding and training new customers via phone, email, and training webinars
Utilize the company’s CRM and other project management tools to work efficiently and track progress including software like Zendesk, Pipedrive, Gsuite, Go2Webinar
Identify upsell opportunities and sell the value of under-utilized features, and new features, to clients
You may be a good fit if
You have experience working at a fast paced SaaS company
You have experience in Client Services and enjoy helping clients adopt new services
You're flexible, resourceful, and thrive while working autonomously
You're able to think on your feet and solve problems
You can prioritize tasks and activities
You love being customer-facing, talking with customers, and you seek to understand how we can improve and over-deliver on expectations
You're often the first to volunteer, take initiative to think about the next project, and you have a real passion for service
You're able to pick up new concepts quickly and teach others
You thrive working in a team environment
Familiarity with the insurance or payments industry is a plus
You're a pro at navigating between systems and using all the software high-powered SaaS companies utilize, like CRMs, help desks, and analytics platforms.
You’re comfortable and effective when engaging internally with teammates as well as externally with clients on the phone and via email.
You’re a good teammate and always do what is in best interest of your team
You have a growth mindset and love getting feedback so you can improve