Support Relationship Manager

One; Folsom (CA); Remote; USD 70,000 - 85,000; Full time

Job summary

A rapidly growing company is seeking a Support Relationship Manager responsible for ensuring outstanding client satisfaction. This position involves managing customer support interactions, advocating for clients, and interpreting service metrics to improve client health. The ideal candidate will have a Bachelor’s degree and significant experience in client support, preferably within the insurance or payments industries.

Qualifications

• 2-5 years relevant experience, or 5+ years relevant experience.
• Insurance and/or payments experience preferred.

Responsibilities

• Coordinate efforts to resolve Client support tickets.
• Provide the Voice of the Customer (VOC) at internal meetings.
• Advocate for a seamless customer experience.

Skills

Customer service

Project management

Attention to detail

Communication

Remote work

Education

Bachelor’s degree

Tools

Salesforce Service Cloud

Job description

Job Location: Remote - Anywhere in US - Folsom, CA

Position Type: Full Time

Salary Range: $70,000.00 - $85,000.00 Salary/year

Travel Percentage: Less than 10%

Job Shift: Day

Overview:

The Support Relationship Manager is responsible for interfacing with our Clients as their deployments go live; hosting regular support case review meetings to ensure alignment on case statuses and timelines. The SRM also acts as the Client advocate, monitoring support case tickets and collaborating with other One Inc departments to meet Client needs.

Key Responsibilities:

• Participate in Service>Support handoff meetings
• Schedule and host Client touchpoint meetings
• Coordinate efforts to resolve Client support tickets
• Provide the Voice of the Customer (VOC) at internal meetings
• Assess and report on Client support health and opportunities
• Advocate for a seamless customer experience through their support journey

Skills & Abilities:

• Excellent customer service and people skills
• Strong organization and project management skills
• Process-driven with attention to detail
• Ability to manage multiple simultaneous engagements
• Familiarity with cloud-based ticketing systems and ticket lifecycle
• Communicate clearly and effectively both verbally and in writing
• Ability to work remotely in an effective manner

Preferred Skills:

• Experience with Salesforce Service Cloud
• Prior experience managing Customer relationships
• Ability to adapt to various communication styles

Education & Experience:

• Bachelor’s degree and 2-5 years relevant experience; or 5+ years relevant experience
• Insurance and/or payments experience preferred

Growth Mindset, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Company Profile:
One Inc provides insurance companies a digital payments platform designed to maximize retention of the new generation of policyholders—while reducing security risks and minimizing payment processing costs. One Inc has become the fastest growing digital payments platform in the insurance industry, and now manages more than $15 billion a year in payments for customers. Our talented, ambitious, and innovative team of professionals work collectively to disrupt, pioneer, add value, to solve challenges for our customers and their insureds.

One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

About the company

The Digital Payments Platform Built for Insurance. One Inc offers a single platform to handle insurance digital payments processing for premiums and claims payments, that is designed to integrate with modern and legacy core systems.

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