Strategic Customer Success Specialist

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Acrisure Technology Group (ATG) is a fast paced, AI-driven team building innovative software to disrupt the $6T+ insurance industry.  Our mission is to help the world share its risk more intelligently to power a more vibrant economy. To do this, we are transforming insurance distribution and underwriting into a science. 

At the core of our operating model is our technology: we’re building the premier AI Factory in the world for risk and applying it at the center of Acrisure, a privately held company recognized as one of the world's top 10 insurance brokerages and the fastest growing insurance brokerage globally. By using the latest technology and advances in AI to push the boundaries of understanding risk, we are systematically converting data into predictions, insights, and choices, and we believe we can remove the constraints associated with scale, scope, and learning that have existed in the insurance industry for centuries. 

We are a small team of extremely high caliber engineers with a diverse background across industries and technologies. Our engineers have worked at large companies like Google and Amazon, high frequency trading companies like Two Sigma and Jump Trading, and a variety of smaller startups, including successful startup founders.

As a Strategic Customer Success Specialist, you will serve as a critical lead evangelizing ATG’s product across Acrisure’s Agency Partner network.  Agency Partners are a diverse group of entrepreneurial insurance brokers that are core to our overall Tech-Enabled Broker strategy.  You will work directly with our Product and Success leadership team to develop success programs, drive engagement, and promote the growth of our Agency Partners through the usage and adoption of ATG’s digital solutions.  As a tech-enablement Engagement Manager, you will serve in an exciting role to drive product growth within our Agency Partners, fueling revenue growth and sharing success stories across the organization.  You are driven by fast-moving solutions, understand the importance of adopting digital platforms, and are natural with client development to build long-term partnerships and trust with key customers.

Here are some of the ways in which you’ll achieve impact:


Serve as a first-line Success Engagement Specialist with Agency Partners in the field

  • Handle product support and usage issues with hands-on involvement with Agency Partners
  • Escalate critical risks or functional product gaps in ATG’s fast-evolving solution
  • Be able to articulate and demonstrate current product functionality
  • Understand broker use cases to relate ATG’s solution to Agency Partners
  • Track engagements and proactively follow-up with Agency Partner needs
  • Bridge back to product to serve as a front-line feedback resource, informing ongoing product development
  • Be able to perform ATG solution walkthroughs and demos to showcase current functionality while speaking to future product development efforts and timelines

Develop & Implement Partner Success Programs to promote product adoption and business value

  • Develop and implement Partner Success programs to drive customer product usage
  • Identify Super Users in the field for regular engagement, usage gaps and product feedback sessions
  • Formalize a Super User program to evangelize product, share best practices and highlight success stories
  • Track Agency Partner usage, adoption and value realization trends across ATG’s products
  • Understand product usage dashboards to identify struggling customers and devise a plan to engage

Customer first mentality.  Own high-touch field questions, product updates and engagement

  • Craft and execute high-touch communications with our Agency Partners
  • Partner with Product, Success and Marketing to develop and implement product and success-related engagement programs, including regular webinars, office hours, Q&A and creative outreach channels
  • Timely and professional Agency Partner communications and responses. Innate ability to develop trusted relationships across Acrisure’s home office and Agency Partner network.
  • Flexible, able to operate with ambiguity, where we may not have an answer, but transparent, candid dialog with our customers is a strategy priority

You may be fit for this role if you are:

  • High energy. You bring passion and enthusiasm to your work and are highly productive in a fast-paced environment with little oversight on a day-to-day basis.
  • You are adept at solving real world business and product adoption challenges. You are comfortable with data and ambiguity, and able to independently delve into customer behaviors and usage across ATG’s product set.
  • An expert at multi-tasking and prioritization. You enjoy balancing customer priorities and demands.
  • Diverse in your perspective. Your unique, non-traditional perspective enhances our team’s engagement with customers and brings a fresh set of ideas to identify and solve product adoption resistance points.
  • Capable of driving success in any condition. You have an owner’s mentality and are independently able to be proactive and anticipate customer needs and concerns. You seek out information in an unstructured environment, solving problems and delivering results in challenging situations.
  • A concise and effective communicator. You can distill complex product designs into concise takeaways and WIIFMs (“what’s-in-it-for-me) to communicate effectively across all levels and functions.
  • A natural relationship-builder. Able to build trust quickly with internal stakeholders and customers with a high degree of empathy and a team-first collaborative attitude.
  • Work experience: 3+ years of work experience -- at a software/digital consulting firm and/or operating experience at a high-growth enterprise software, SaaS, or consumer internet business highly preferred. Candidates with a mix of both product and customer-facing experiences are highly preferred.
  • Academics: Undergraduate degree in marketing, communications, economics or a diverse liberal arts major
  • Location: Willing and able to work from the headquarters in Austin, Texas (preferred), with Austin-based candidates considered highly preferred.

It’s not expected that any single candidate would have expertise across all of these areas. If you are a strong customer engagement lead and eager to drive impact through evangelizing digital platforms, we are eager to talk to you.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • PyTorchFrameworks
    • FlaskFrameworks
    • scikit learnFrameworks
    • PandasFrameworks
    • KubernetesFrameworks
    • MavenFrameworks
    • JenkinsFrameworks
    • ApacheBeamFrameworks
    • KubeflowFrameworks
    • DataflowFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • BigTableDatabases
    • BigQueryDatabases
    • Google AnalyticsAnalytics
    • AmplitudeAnalytics
    • MetabaseAnalytics
    • ConfluenceManagement
    • JIRAManagement

Location

Our Austin office is downtown and close to public transportation options and very walkable to restaurants and Town Lake.

An Insider's view of Acrisure Technology Group

What are some social events your company does?

Prior to COVID, we had monthly happy hours. We have stayed connected with virtual monthly lunch & learns, weekly hangouts with trivia games, and getting to know you activities, that go as far as trying to guess a teammate's freezer from a photo. Our holiday party was a virtual escape room complete with cocktail kits, snacks and gifts delivered!

Bonnie

Senior Executive Assistant

How do you collaborate with other teams in the company?

Every team here at ATG builds on the same platform and works on facets of the same product, so there is constant communication between teams. A few great examples of this are frequent design reviews, where engineers across teams talk through new services, and biweekly demos, where teams get to show off what they have been working on lately.

Claire

Software Engineer

What are some things you learned at the company?

My coworkers are a rare blend of experienced, intelligent, and kind. Whether I'm trying to understand how React works, what a transformer network architecture is, or why my Apache Beam job is failing, I can rely on my team to help me figure anything out.

Samuel

Senior AI Engineer

How do your team's ideas influence the company's direction?

Our cross-functional teams engage in quarterly planning to brainstorm and roadmap ideas for how to make the most impact and commit to OKRs as a team. Engineers, Product, Researchers, and more all have a voice in where we’re going!

Julie

VP, Engineering

What are Acrisure Technology Group Perks + Benefits

Culture
Volunteer in local community
ATG participates in local volunteer activities such as Coats for Kids Austin.
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Hiring Practices that Promote Diversity
We were a start-up sponsor at the Grace Hopper Celebration in 2020 and plan on continuing our support in future years.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
ATG's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,650 annually.
Disability Insurance
ATG's disability insurance benefit is 60% of an employee's annual salary up to a $5,000 maximum monthly payout. Employees also have the option to purchase extra coverage.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Calm App for all employees
Retirement & Stock Options Benefits
401(K)
ATG's 401(k) retirement plan offers a broad selection of stocks, bonds, and international index funds to choose from.
401(K) Matching
ATG's 401(k) retirement plan matches 100% of an employee's contributions up to 3% of their annual salary, with immediate vesting for matched contributions.
Performance Bonus
ATG offers a competitive bonus plan to recognize employees for their hard work.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Company Outings
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
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