Senior Customer Success Manager (Insurance Experience Preferred)

We’re Quandri. We train intelligent robots to power the modern insurance brokerage and agency. We’re on a mission to unlock 10,000,000 hours of repetitive work over the next three years, so that time can be used for more valuable and meaningful endeavors.

Every year, billions of hours are wasted on repetitive and manual work. This is work that can and should be automated, but has been overlooked. Quandri is building an AI robotics platform to fix this for the insurance industry.

Our robots enable insurance brokerages and agencies to automate many of their most time-consuming and repetitive processes. These software robots can be deployed into a customer’s existing software systems and work within their processes similar to how a person would, but at lightning speed and indefinitely.

We’ve begun by tackling massive problems around repetitive and high-volume work in the P&C insurance industry in North America, and have no shortage of product and geographic expansion opportunities over the next few years where this technology can have an even larger impact. We’ve raised venture capital from top US and Canadian investors to help us achieve our mission, and are now scaling the company to achieve this.

We saw 8x ARR growth last year and are aiming for 3x this year, making Quandri one of the fastest growing technology companies in Canada. We have won a few awards, and have already made a big impact on the insurance industry. However, what matters most is making our customer’s lives better one automated process at a time. We want you to be a critical part of that journey! We’re a hybrid company, with ⅔ of our team in Vancouver and the rest distributed. For those in Vancouver, we have an office in Gastown that we expect people to be at three days a week. We understand both the advantages of some flexibility around personal lives, and the positive interpersonal effects of in-person collaboration.

About the Role:

The Senior Customer Success Manager provides management, growth and retention of our valued Customers. The role will have a range of assigned Customers but a focus on our largest enterprise Customers, leading key stages of the Customer journey including renewal and driving contract expansion.

As the key point of contact for our Customers, this role is an important advocate for our Customers and facilitates organizational learning from Customer feedback. You will work closely with various internal team members to continue to create opportunities to deliver greater value to our Customers.

There is some flexibility on hours, travel and days of work pending our meeting the needs of the Customer Success team and our customers. However, your core working hours will be based on EST business hours.

What you’ll do:

• Become an expert in our products and be able to clearly communicate the value and impact of Quandri
• Provide adoption and change management sessions with our customers and their teams on how to properly use our product
• Understand the fundamentals of the insurance broker landscape and and the day to day broker processes that Quandri improves
• Take responsibility for the management of Customers by being a proactive partner in achieving exceptional results with Quandri
• Build multithreaded relationships with assigned Customers at the primary contact and decision-maker level
• Prepare for and execute proactive Customer touch points that focus on driving value to the Customer
• Resolve concerns, issues and disputes with customers coordinating escalations internally as required
• Track all customer activities in the CRM platform and utilize CRM as a key tool for Customer management
• Ensure CRM data is accurate and up to date
• In partnership with finance, ensure Customers are being billed correctly & support the resolution of any billing errors or disputes
• Coordinate inquiries to the Support and Product team as required
• Interpret reporting with a customer to provide valuable insights and utilize data as a key communication tool
• Proactively coordinate Customer renewals to retain revenue from assigned Customers - renewal motions starting at least 90 days in advance
• Coordinate recovery efforts and salvage offers if a customer has requested cancellation
• Identify upsell or cross-sell opportunities for through ongoing Customer touchpoints
• Provide insights and feedback from our customers to the Customer Success and product team to help shape our product refinement
• Submit feature request forms to Product teams as required
• Learn support workflow and be able to manage the support cue
  
  
  

Experience:

• +5 years experience in the insurance industry (multiple backgrounds will be considered) or general Customer Success or Account Management experience
• Any insurance industry experience is strongly preferred
• Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents
• Proficiency in using a CRM platform (HubSpot preferred)
  
  
  

The right person for this role will have:

• Ability to handle multiple responsibilities and prioritize efficiently
• Aptitude for technology and the ability to learn to use different software programs quickly
• The ability to manage multiple Customer projects
• The ability to effectively listen and communicate with customers in a professional manner
• Effectively present to customers and run engaging customer meetings
• Well-organized with attention to detail
• Demonstrate commitment and passion for creating positive customer-centric interactions
  
  
  

Our Guiding Principles:

• Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company
• Move with Urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact
• Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep
• Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email
• Act like an owner. We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term
• Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated
  
  
  

Compensation and Benefits:

• The range for base OTE pay is $100k - $130k which is dependent on level of experience, performance and choice of stock option compensation
• This role is eligible for additional commission opportunities
• Employee stock options based on experience level
• Comprehensive health benefits, including Lifestyle Spending Account
• Four weeks of paid vacation per year
• Work anywhere in the world for 60 days of the year
  
  
  

Quandri is dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, Quandri adheres to Canadian labour laws and does not engage in discrimination based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other status protected under Canadian law.

Don’t let imposter syndrome stop you from applying. Great people sometimes don’t have the “right” experience. If you think that you’ll be amazing at this role then we encourage you to apply.