Support Relationship Manager

One Inc; United States; Remote; USD 80,000 - 95,000; Full time

Job summary

An innovative firm is seeking a Support Relationship Manager to enhance client experiences post go-live. This role involves building strong relationships, understanding client needs, and collaborating across departments to ensure seamless operations. You'll leverage data to anticipate issues and drive continuous improvement in customer satisfaction. Join a rapidly growing company that values your contributions and offers a competitive salary and benefits, including a focus on work/life balance. If you're a proactive problem-solver with a passion for client success, this opportunity is for you.

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Work/life balance initiatives

Qualifications

• 3-5 years relevant experience or 5+ years relevant experience.
• Deep understanding of client needs and business requirements.

Responsibilities

• Establish strong relationships with operational sponsors.
• Leverage reporting to monitor operational health of clients.
• Identify client journey gaps for continuous improvement.

Skills

Expert relationship management

Communication skills

Cloud-based case management

Understanding client needs

Team collaboration

Insurance industry knowledge

SaaS technology experience

Travel ability

Education

Bachelor’s degree or relevant experience

Insurance and/or payments experience

Tools

Salesforce

Jira

Job description

Join to apply for the Support Relationship Manager role at One Inc

Join to apply for the Support Relationship Manager role at One Inc

This range is provided by One Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$80,000.00/yr - $95,000.00/yr

Position Title: Support Relationship Manager

Department: Support Operations

Reports To: Vice President, Enterprise Customer Experience

Supervisory Responsibilities: NA

FLSA Status: Exempt

Job Type: Full-time

Location: US Remote

Overview: The Support Relationship Manager is responsible for ensuring that One Inc clients have a seamless and positive post go-live journey. As the face of the customer experience, you will oversee and represent operational touchpoints that matter most across Support, Engineering, Product, Payment Operations, and Security/Compliance. You will engage with your assigned clients through regular Customer Experience Reviews (CXRs) to stay aligned with top priorities. You will both partner cross-functionally and be hands-on to make sure that Case requests are managed with excellence. In order to optimize the customer experience, you will identify gaps and opportunities where improvements are needed.

Key Responsibilities

• Establish strong relationships with operational sponsors and stakeholders.
• Deeply understand the Products that assigned clients have purchased, the use cases that One Inc is solving, and their adherence to implementation ‘best practices’.
• Leverage reporting and dashboards to understand and monitor the operational health of each assigned client and to anticipate and prevent escalations.
• Clearly set expectations regarding Case workflows, communication, and escalation paths to help clients achieve the ideal day-to-day customer experience.
• Regularly host a productive CXR discussion to provide a holistic understanding of their current and recent customer experience, including CX trends/insights, top focus Cases, recent communication and change requests.
• Actively partner with Case Owners and subject matter experts to expedite quality responses/updates and resolution for high importance situations, while expanding your knowledge to be even more effective at managing client expectations.
• Identify and communicate the top client journey gaps and opportunities so that CX Leadership can facilitate continuous improvement that will increase our net promoter score.
  
  

Skills

• Expert relationship management and communication, including presentations and storytelling.
• Ability to understand business requirements and translate those to functional and technical stakeholders.
• Working knowledge of cloud-based case management and ticketing systems (i.e. Salesforce, Jira) and Support case lifecycles.
• Strong determination to understand client needs and to seek out a mutually beneficial answer/solution.
• Team player; works collaboratively with all departments to achieve desired results.
• Working knowledge of insurance industry and/or payment processing standards and trends.
• Working knowledge of SaaS technology and/or experience representing software products and services.
• Ability to travel up to 25% onsite to customer locations, conferences, or company events.
  
  

Education & Experience

• Bachelor’s degree or 3-5 years relevant experience; or 5+ years relevant experience
• Insurance and/or payments experience preferred
  
  

Desired Traits

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

Physical Demands

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment

Standard indoor office setting; exposure to computer screens.

Physical

Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.

Vision

See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing

Ability to hear in the normal audio range with or without corrections.

Company Profile: One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That’s the strength derived from the Power of One - a cohesive and seamless experience for both inbound and outbound digital insurance payments.

The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments.

Headquartered in Folsom, CA—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible.

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

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