• Own the client journey post-sale, onboarding, engagement, and retention • Set clear expectations, build trust quickly, and become a strategic partner to each client • Help grow and scale the CS function, establish SOPs, workflows, reporting tools, and automation to support long-term scale • Track key client milestones to ensure timely and accurate delivery • Identify opportunities for upsell, cross-sell, and referrals based on client needs and lifecycle stage

• Serve as part of a shared team, supporting a portfolio of low-touch/tech-touch clients. • Ensure proactive, consistent communication using scalable outreach (email campaigns, webinars, automated check-ins). • Monitor client health metrics and take preemptive action to improve retention and adoption. • Own the resolution of client-reported satisfaction issues from identification to closure. • Partner with internal teams to coordinate escalations, ensure SLAs are met, and communicate updates clearly to clients. • Identify expansion opportunities (new modules, increased usage tiers). • Track client usage metrics, health scores, and feature adoption with dashboards. • Host regional or multilingual webinars for product updates, best practices, and “how-to” training. • Use CRM, analytics, and automation tools to manage client portfolios at scale.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position is fully remote within the continental United States. Make a Real Impact. Champion Customers. Drive Growth. As a key member of our Customer Success team, you'll be more than an account manager - you'll be a trusted partner to some of the most influential players in the insurance industry. Reporting to the Sr. Director of Customer Success, you'll build meaningful relationships that create genuine value for your customers and fuel Nearmap's growth. What you'll actually be doing: - Own a portfolio of insurance-sector customers, becoming the expert they rely on to get the most out of Nearmap's cutting-edge aerial imagery and location intelligence solutions. - Spot risks before they become problems, uncover new opportunities for growth, and make renewals feel effortless. - Proactively engage customers at the right moments, armed with data and insight, to deliver experiences that turn satisfied customers into passionate Nearmap advocates. What sets this role apart: - You'll have a well-documented playbook to guide how you manage your portfolio, giving you a strong foundation from day one. - There will be plenty of room to bring your own creativity and initiative. - You'll have a unique opportunity to dig into the "why" behind potential churn/risk and collaborate directly with CS leadership to build strategies that address and resolve those challenges. - Your voice will carry real weight beyond your own book of business, working closely with Sales, Solutions, Product Management, and Marketing. - The feedback you bring from the field drives action. You'll thrive here if you: - Love building trust-based relationships with enterprise customers. - Can balance sharp analytical thinking with genuine people skills. - Are energized by hitting retention and growth targets. - Can connect your work to clear business outcomes. - Enjoy managing a large, diverse book of business with efficiency and purpose. - Enjoy working in a fast-moving environment where no two customer challenges are exactly the same. Qualifications - 2+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company. - Proven ability to map customer business processes to product capabilities. - Demonstrated success in developing and executing customer-centric strategies to maximize value from technology solutions. - Experience managing multiple account engagements and handling escalations in collaboration with Sales and Support teams. - Strong interpersonal and communication skills, with the ability to engage and build relationships with executive stakeholders. - Excellent negotiation and decision-making skills, with a data-driven approach to prioritization. - Ability to identify and act on growth opportunities. - Proficiency in Salesforce and Microsoft Office tools. - Exceptional program management skills, combining creative problem-solving, business acumen, and analytical aptitude. - Ability to work independently, take initiative, and thrive in a fast-paced environment. - Cultural awareness and appreciation for diversity in professional settings. - Bachelor’s degree required. Requirements - Manage subscription renewals for the portfolio of Insurance customers, ensuring a smooth and efficient process. - Maintain up-to-date account intelligence in Salesforce and use customer data to drive engagement strategies. - Collaborate with internal teams to design scalable, programmatic approaches to managing a large portfolio of accounts using customer experience and marketing automation techniques. - Serve as a trusted advisor to customers, driving onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value. - Identify churn risks, implement proactive measures to address them, and drive customer satisfaction. - Collaborate cross-functionally to resolve customer issues, ensuring retention and fostering growth opportunities. - Develop and progress upsell opportunities in partnership with Sales teams. - Actively nurture advocacy among customers to promote Nearmap solutions internally and externally. - Apply sound judgment to analyze moderately complex challenges and determine appropriate solutions within established guidelines. - Adapt processes and methods when necessary to meet the unique needs of customers or business objectives. - Use learned techniques and data-driven approaches to investigate issues and contribute to resolution efforts that support customer retention and success. - Adhere to company guidelines and the corporate Code of Conduct. - Act in an ethical way when dealing with company assets and other people. Benefits - 4 extra "YOU" days off each year - take a break, no questions asked! - Company-sponsored volunteering days to give back. - Generous parental leave policies for growing families. - Work from Overseas Policy - explore the world in the approved list of cities while you work! - Access to LinkedIn Learning for continuous growth. - Discounted Private Health Insurance plans. - Monthly wellbeing and technology allowance. - A Nearmap subscription (naturally!).

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Customer Care Coach? Globe Life is looking for a Customer Care Coach to join the team! In this role, you will be responsible for coaching agents, communicating company goals, and providing help to management. This includes coaching, training, and keeping management updated on team performance as needed. You will maintain current knowledge of departmental policies and procedures to ensure agents receive timely and accurate information and serve as the liaison between the supervisor and representative for on-the-job training This is a remote/work-from-home position. What You Will Do: - Coach agents to ensure productivity, quality and customer satisfaction objectives are met - Conduct one-on-one meetings with agents to evaluate performance against KPIs - Coach and develop agents to acquire and refine job skills through constructive feedback and ongoing training - Provide coaching, advice and guidance based on audit findings - Communicate company goals and metrics with team members to deliver high-level customer service - Hold regular team meetings as SME to review performance and provide guidance for continuous improvement - Participate in meetings, presentations, and special projects as assigned by management - Identify adverse performance trends and patterns and inform/advise Management - Summarize findings and recommendations and forward to supervisor for performance assessments - Monitor team performance against established metrics and KPIs - Escalate issues appropriately and in real-time including technical, performance, and HR issues - Assist with taking calls during periods of excessive call volume - Address performance and operational challenges as they arise - Provide input and assist with development of additional training or policy/procedure changes - Develop job aids and tools to assist agents in improving overall performance - Maintain comprehensive working knowledge of policies, procedures, and benefits across all business lines What You Can Bring: - High School diploma or equivalent - Some College is a plus - 2 years of experience in call center, customer care - If internal applicant, CSS title preferred - Exceptional listening and analytical skills - Dedication to providing exceptional World Class Customer Service - Ability to prioritize and organize work in a multitasking environment - Ability to maintain the highest level of confidentiality - Excellent interpersonal, written, and oral communication skills - Excellent judgment, reasoning, and problem-solving skills - Strong working knowledge of correct grammar and punctuation usage. - Strong working knowledge of all types of Customer Service programs (i.e., CSE, Letter writer, Mainframe, Intranet, etc.) - Ability to objectively review phone calls in accordance with department guidelines. - Strong organizational skills. - Proficiency in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems. - Knowledge of customer service principles and practices - Ability to professionally handle and resolve escalated issues - Strong teamwork skills Applicable To All Employees of Globe Life Family of Companies: - Reliable and predictable attendance of your assigned shift. - Ability to work full time and/or part time based on the position specifications. How Globe Life Will Support You: Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life: - Competitive compensation designed to reflect your expertise and contribution. - Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance. - Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan. - Paid holidays and time off to support a healthy work-life balance. - Parental leave to help our employees welcome their new additions. - Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals. - Company-paid counseling for assistance with mental health, stress management, and work-life balance. - Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career. - Discounted Texas Rangers tickets for a proud visit to Globe Life Field. Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.