Account Manager
Account Manager 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 payments. The team here is a vibrant, creative group that doesn’t shy away from challenges, continues to hit ambitious goals, and loves doing what we do.
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 Account Manager is responsible for owning, managing, and growing relationships with independent insurance agencies taking payments through our platform. This person is the primary advocate for customers, guiding them along a path to success and will be responsible for growing the company’s bottom line, customer satisfaction, training, onboarding/implementation, and more.
The primary responsibilities of the Account Manager will revolve around reaching out to existing customers to deepen the relationship with their agency and encourage them to use ePayPolicy more holistically.
The Account Manager will leverage data to create a cadence for proactive reach out and touch points throughout the customer life cycle. They’ll track progress and account growth using our CRM and analytics dashboards.
Our churn rate is ridiculously low, and we’d like to keep it that way. The Account Manager will be responsible for keeping retention rates high and handling subscription cancellation requests.
This role will be pivotal in the development of the Account Management/Customer Success function within ePayPolicy and have the opportunity to help create and optimize Customer Success workflows while being the voice of the customer for support, marketing, sales, and product teams.
Responsibilities and duties:
Proactively contact customers to deepen relationships, gather feedback, and increase product usage
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
Leverage all available data on customer payment processing to prioritize customers touch points and create growth plans for agencies
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’ve been an account manager 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 incoming requests accordingly
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
You enjoy juggling multiple projects at once and use consistent organizational techniques to ensure not a moment is wasted
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