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Join Us. Make Your Imprint. We are an insurance technology company solving the toughest challenges faced by insurance brokers, agencies, MGAs and coverholders. Our innovative, data -driven insurance software platform allows users to manage the entire policy lifecycle across all lines of business, using data to inform every business decision, cross-sell and up-sell.
Whats the Job? As a Customer Success Manager youll ensure that our customers achieve their desired outcomes with the product by providing onboarding, support, and ongoing guidance, while fostering strong relationships to drive retention, expansion, and satisfaction.
What Youll Do:
* Customer Relationship Management: Building and maintaining strong, positive relationships with customers to ensure they are satisfied and engaged with the product.
* Education and Enablement: Providing training, resources, and guidance to help customers fully utilize the product.
* Providing solutions of the product designing and implementing enhancements based on the platform
* Working closely with the product team providing the voice of the customer and communicating to clients product updates and features
* Working with the delivery teams designing needs and deliverables, based on requests for changes of clients
* Proactive Engagement: Regularly checking in with customers to address any issues, gather feedback, and ensure they are getting the most out of the product.
* Monitoring Customer Health: Using tools and metrics to monitor customer usage and satisfaction levels
* Renewal processes: involvement in annual renewals, especially if the customer is considering expanding, downgrading, or leaving the solution.
In our Way We Originate | We Collaborate | We Step Up | We Evolve | We Make an Imprint We hire people, not just skills. We encourage you to apply if you think this role is a great fit for you, even if you dont meet 100% of the requirements. Novidea is an equal opportunity employer. We believe that diversity is integral to our success, and we are proud of and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law.

About Tailor Brands We are Tailor Brands , a company at the forefront of helping small businesses succeed. Our all-in-one platform empowers over 40 million entrepreneurs worldwide to launch, manage, and grow their businesses. At the heart of our solution is the Guidance Engine , which creates a personalized plan for every new business and simplifies the entire journey — from the first idea to long-term growth. More than just providing tools, we see ourselves as partners to our customers, offering a support system and practical guidance throughout their business-building journey. Why this role matters Our Customer Experience (CX) team is the face and heartbeat of helping our customers succeed. We’re looking for a Customer Experience Team Lead who lives and breathes CX- relentlessly proactive, data-obsessed, and wired to drive change. You’ll lead a high-performing combination of in-house and outsourced team to remove friction, elevate quality, and create experiences customers rave about.
What you’ll do
* Lead, mentor, and inspire a team of in-house Customer Experience Specialists and manage an outsourced Support Center.
* Manage team performance, ensuring they meet Tailor Brands' quality and efficiency.
* Own and optimize CX KPIs, including response time, resolution rate, CSAT, and NPS, leveraging data-driven insights to enhance the customer experience.
* Be the voice of the customer, working closely with Product, Marketing, and R&D teams to improve our offerings based on real user feedback.
* Develop and implement scalable support strategies, ensuring efficiency in customer interactions.
* Drive automation and self-service initiatives, reducing ticket volume while improving customer satisfaction.
* Manage escalations, providing expert problem-solving and guidance to the team.

As a Customer Success Knowledge Manager you will...
Transform the way content is presented to our customers by implementing innovative solutions in our Help Center.
Manage and direct the creation of professional and creative content.
Work with the teams researchers to measure content effectiveness, set targets, and if necessary revise content until user targets are met and engagement increases.
Work with the teams developers to automate publication and validation processes.
Interact with our customers to better understand how they use our content.
Foster a culture of knowledge-sharing, contribution, and transparency.
Build relationships and identify partners across the organization to help promote a knowledge everywhere approach.