Federato
Tech / AI / Software
AssociateCustomerSuccessManager
“Associate Customer Success Manager at Federato. Skills: Project Planning & Execution, Stakeholder Coordination, Documentation & Reporting, Risk Management, Quality Assurance & Testing, Support Request Processing & Analysis, User Training & Office Hours, Customer Usage Tracking & Improvement, customer success, relationship management, project management. Lead the planning, execution, and delivery of customer-facing projects, ensuring all milestones and deadlines are met.. Maintain accurate projec”
What You'll Achieve.
ensuring all milestones and deadlines are met.; ensure that all deliverables meet the required quality standards and customer expectations; ensuring timely resolution by coordinating with the appropriate teams.; ensure customers are equipped to use the software effectively.; drive greater value from the solution.
Industry & Context.
issue resolution
What They're Looking For.
Must Have
3-5 Years of experience in P&C or Specialty insurance, specifically underwriting, operations, product, process or systems strongly preferred., Experience in customer success, customer service or other client-facing, relationship management roles, or experience as a project manager in software delivery or IT project management., understanding of software development methodologies (Agile, Scrum, Waterfall, etc. )., Excellent communication and interpersonal skills, with the ability to manage relationships with both internal teams and customers., Ability to manage multiple projects simultaneously, while ensuring quality and timely delivery., Solid experience in risk management, issue resolution, and stakeholder management., Knowledge of project management tools (e. g. , Jira, MS Project, Asana) and software development lifecycles., A customer-centric mindset with a focus on delivering exceptional results.
Nice to Have
PMP, Scrum Master, or similar certifications are a plus
What You'll Do.
and delivery of customer-facing projects
ensuring all milestones and deadlines are met.
Maintain accurate project documentation
and project progress reports
and provide regular status updates to stakeholders.
Proactively identify and manage risks
providing mitigation plans to ensure successful project delivery.
Ensure that all deliverables meet the required quality standards and customer expectations by working closely with the QA team during the development lifecycle.
Manage and analyze customer support requests related to software delivery
identifying trends and potential issues
and ensuring timely resolution by coordinating with the appropriate teams.
Lead user training sessions and conduct office hours to ensure customers are equipped to use the software effectively.
Provide ongoing support during and after training to address any questions or challenges.
Monitor customer usage of the software to identify adoption gaps or underutilized features.
Proactively work with customers to improve software usage and drive greater value from the solution.
How You'll Work.
Team & Collaboration
Work closely with internal teams, including product management, software development, QA, and operations, to ensure alignment on project goals, timelines, and deliverables.; provide regular status updates to stakeholders.; working closely with the QA team during the development lifecycle.; ensuring timely resolution by coordinating with the appropriate teams.; manage relationships with both internal teams and customers.
Communication Scope
Excellent communication and interpersonal skills; provide regular status updates to stakeholders.
Process & Methodology
Lead the planning, execution, and delivery of customer-facing projects, ensuring all milestones and deadlines are met., Maintain accurate project documentation, including schedules, scope, and project progress reports., Proactively identify and manage risks, providing mitigation plans to ensure successful project delivery., Ability to manage multiple projects simultaneously, while ensuring quality and timely delivery., experience as a project manager in software delivery or IT project management.
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