Client Success Manager, Instanda
North America
$85-100k
+ Company discretionary bonus scheme. Salary applicable in Colorado.
No-code design platform for insurance products
Open for applications
No-code design platform for insurance products
101-200 employees
Open for applications
$85-100k
+ Company discretionary bonus scheme. Salary applicable in Colorado.
101-200 employees
Company mission
Instanda is on a mission to digitise the insurance industry, solving challenges for all insurance providers and enabling them to offer unrivalled customer experience at low cost.
Role
Who you are
- We are seeking a motivated and customer-focused Client Success Manager to join our dynamic team at INSTANDA
- 2-4 years of experience in a client-facing role, such as Client Success Manager/Lead, Account Manager, Project Manager
- Good knowledge of the Insurance Industry is desirable
- Strong understanding of SaaS and technology solutions, with the ability to communicate technical concepts to non-technical audiences
- Excellent interpersonal, communication, and presentation skills
- Analytical mindset with the ability to analyse problems at a detailed level and draw actionable insights
- Proven ability to build and maintain positive relationships with clients
- Self-motivated, proactive, and capable of working independently or collaboratively
- Project Management / Kanban skills and the tenacious ability to proactively drive issues forward, with input from teams outside of your direct management control
- Understanding the use of JIRA, FreshDesk, Outlook, Teams, Slack or Confluence is recommended
What the job involves
- As a Client Success Manager, you will be responsible for demonstrating INSTANDA’s value and enhancing the customer experience for sustained loyalty and long-term revenue generation
- Our Client Success Manager will play a pivotal role in ensuring the success and satisfaction of our clients
- You will work closely with clients, internal teams, and stakeholders to understand their needs, resolve problems, and drive value from our platform
- Develop and nurture strong relationships with assigned clients, serving as their primary point of contact and advocate within INSTANDA
- Collaborate with cross-functional teams, including Sales, Delivery, Account Management and Platform Support, to ensure a seamless onboarding experience for new clients
- Conduct regular check-ins, business reviews, and performance evaluations to monitor client satisfaction and identify opportunities for enhancement
- Actively listen to client feedback, troubleshoot issues, and coordinate with internal teams to ensure timely resolution of concerns
- Develop and implement strategies to increase client retention and reduce churn
- Partner with Account Managers for client renewals and expansion opportunities
- Work at a detailed (ticket) level alongside Platform Support, to resolve client problems, prioritise work, and drive internal and external stakeholders to deliver solutions in a timely manner
- Manage groups of client issues - recording, managing, and driving actions in a proactive manner
- Develop a solid understanding of INSTANDA’s platform functionality which, coupled with your technical understanding, will enable rich conversations with Clients about how to optimise their use of the platform in line with business goals
- Provide strategic insights and best practices to clients, guiding them in optimising their usage of the INSTANDA platform to achieve desired outcomes
- Share client feedback with the product development team to drive product improvements
Our take
Instanda has brought much-needed innovation into the insurance industry by offering its users a no-code, customisable platform upon which they can build a consumer front-end. The company's platform is updated as frequently as every few weeks to accommodate the needs of its customers' end users, promising them up-to-date offerings without the technological investment.
The insurance market is enormous, and big established players are always looking for new distribution channels. Thanks to this, Instanda has onboarded leading insurers like Hiscox, Vitality, and AXA - a critical move, as its success is dependent on attracting and retaining these big brands.
The company has steadily grown its customer base, and secured partners such as Deloitte and Microsoft. The insuretech boom has no doubt contributed to Instanda growing its footprint, and enabled it to raise new funding in 2022. The investment is cited to fuel growth across Europe, the US, Japan and the United Arab Emirates, as well as supporting the rapid improvement of the platform's capabilities and creation of a future-proofed marketplace.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2022
$45m
SERIES B
Jul 2020
$7.6m
SERIES A
Total funding: $73m
Company benefits
- We offer 25 days holiday, with the option of buying up to 5 additional holiday days per year
- Wellness allowance - £100 per month (to put towards anything health and well being related)
- Inclusion in the company share plan
- All employees are included in the company discretionary bonus scheme
- Access to an Employee Assistance Program, that supports our staff 24/7
- Annual Learning & Development allowance of £1250
- Group Income Protection
- Life Cover
- Participation in the company pension scheme
- Cycle to Work Scheme
- Active social committee who arrange events throughout the year
Company HQ
City of London, London, UK
Leadership
Tim Hardcastle
(CEO)Previously CIO of Hiscox (specialist insurer) and COO of Agilisys (fast growing outsourcing/offshoring business).
Derek Hill
(COO)Previously Head of IT Services at Hiscox and Agilisys. Has worked with Tim for over a decade, showing the strength of their partnership.
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