Bold Penguin - Columbus, OH
posted 4 months ago
Bold Penguin is a leading integrated digital solution platform dedicated to simplifying small commercial insurance. Our technology makes the quote and bind process quick, effortless, and profitable for all parties - agents, brokers, and carriers. Bold Penguin's innovative product suite has digitized and transformed a slow, manual process resulting in reduced costs, increased efficiency, and better overall outcomes. The Customer Success Manager (CSM) is the primary liaison between Bold Penguin and all of our partners. Our CSMs own interactions with specific partners, developing relationships with them while improving their experience and ensuring success and satisfaction with our products and services. This role compiles and analyzes data based on those relationships and coordinates extensively with internal teams to ensure maximum partner satisfaction. As a Customer Success Manager, you will work with partners who utilize the Bold Penguin Exchange and the Bold Penguin Terminal. The Exchange delivers commercial lines leads for agents, enabling targeted prospect acquisition within preferred risk profiles. Our partners can send prospects into the Exchange or receive them. You will develop strong, long-lasting relationships with customers by staying in constant communication and efficiently resolving issues. Providing exceptional customer service and support by serving as a product and company advocate, you will continually educate customers on Bold Penguin's capabilities. You will manage client accounts and ensure they are optimizing the product and receiving the highest return on investment possible. This includes managing the complete customer lifecycle from onboarding to retention, analyzing areas of risk to prevent churn, and identifying opportunities for upsell and expansion. Collaboration with cross-functional teams will be essential to provide insight and relay the voice of the customer, ensuring that client needs are prioritized and met. Regular reporting and analysis to clients and internal stakeholders will be part of your responsibilities, along with resolving client issues and concerns in a timely and effective manner. Additionally, you will work with retail agents to help grow their small commercial lines book of business, focusing on exchange accounts with a minimum annual spend of $24,000 - $40,000 a year.