• Proporcionar asistencia al cliente a través del correo electrónico y teléfono • Resolver inquietudes y problemas técnicos

Role Description We're hiring a Customer Success Manager to own and grow a portfolio of core North America accounts across professional sports teams and Division I athletics departments. This role is a strong fit for someone earlier in their Customer Success career who has the judgment, organisation, and curiosity to work with sports and media customers where content calendars, live moments, fan engagement, and commercial pressure all matter. You will be the day-to-day customer owner for your accounts, helping teams get value from Storyteller, driving adoption, spotting risk early, and identifying opportunities for customers to expand how they use our products over time. This is not a frontline support or implementation role. You will coordinate closely with delivery, support, sales, and product, but your focus is customer outcomes, account health, adoption, and growth. What You’ll Do: - Account Ownership (Player) - Own a portfolio of core North America customer accounts - Build strong working relationships with digital, content, marketing, fan engagement, sponsorship, and athletics stakeholders - Understand each customer's goals, season calendar, workflows, and measures of success - Run regular customer check-ins that are useful, structured, and outcome-led - Maintain clear visibility on account health, risks, next steps, and opportunities - Adoption and Value - Help customers adopt Storyteller effectively across their apps, websites, and content workflows - Translate product usage and engagement data into clear recommendations - Spot under-used features, low adoption, or workflow gaps before they become renewal risks - Help customers plan around key moments such as season launch, playoffs, tournaments, rivalry games, and major campaigns - Share best practices across teams without relying on generic playbooks - Commercial Contribution - Identify expansion opportunities within existing accounts - Understand where Storyteller and our wider suite of new products could support broader customer goals - Surface commercial signals to Sales with useful context and customer insight - Support renewal preparation by keeping account status, value, risks, and stakeholder context clear - Develop confidence in commercial conversations without needing to fully own the sales process - Internal Coordination - Coordinate with delivery and support teams to make sure customer needs are handled cleanly - Bring product feedback back to the business with enough context to be useful - Keep internal account notes, actions, and risks accurate and current - Escalate issues with judgment, urgency, and a clear view of customer impact - Help improve repeatable CS processes as the team scales What Success Looks Like - First 90 days - Clear understanding of Storyteller, our customer base, and the North America sports landscape - Smooth transition of assigned accounts with strong customer confidence - Accurate view of account health, adoption, risks, and upcoming key moments - Running customer calls independently with clear structure and follow-through - Early identification of accounts with adoption gaps or expansion potential - 6–12 months - Strong retention and account health across the core account portfolio - Customers using Storyteller more consistently across priority content moments - Clear contribution to expansion opportunities and renewal confidence - Better visibility and consistency across North America core accounts - Trusted internally as someone who understands customers and follows through Qualifications - Experience in Customer Success, account management, client services, or partnerships - Worked with sports, media, entertainment, content, digital, or fan engagement teams - Understanding of how live sport, content calendars, and stakeholder pressure shape customer expectations - Ability to build trust with customers without needing to be the most senior person in the room - Organised, responsive, and calm when priorities move quickly - Enjoy learning products deeply enough to have useful customer conversations - Commercial awareness and curiosity - Curiosity about how AI can improve your own work and customer outcomes Requirements - Strong ownership and follow-through - Clear, confident customer communication - Ability to connect product usage to customer outcomes - Commercial awareness and curiosity - Comfort working with sports and media customers - Good judgment around when to solve, when to coordinate, and when to escalate - Ability to operate in a fast-moving, evolving environment Benefits - Work with ambitious sports and media organisations across North America - Help teams use modern video and content products around moments fans care about - Join a small, high-trust commercial team with real ownership and visibility - Build valuable strategic account skills while owning your own portfolio - Grow with Storyteller as we expand from a single-product company into a multi-product platform business

Description and Requirements The Team You Will Join On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time. The Opportunity The Customer Care Advocate supports customers across phone and digital channels, helping navigate and resolve complex insurance and benefits questions with empathy and clarity while following clear guidelines and protecting customer information. You'll be the voice of MetLife in important moments, providing end-to-end support that helps customers feel confident and advocated for in their coverage and decisions. Guided by our purpose, Always with you, building a more confident future, and our New Frontier strategy, you'll work in a team-based environment backed by paid training and AI-powered tools that help guide your conversations and simplify your day-to-day work. No prior insurance experience is required. If you have at least one year of experience in a customer-facing role such as retail, healthcare, hospitality, or financial services, this is a meaningful entry point into a long-term career at one of the world's leading insurance and financial services companies. Key Responsibilities - Serve as the primary point of contact for customers across phone and digital channels, resolving complex policy, coverage, billing, and service inquiries end-to-end with professionalism and care - Apply established guidelines and approved exception processes to resolve non-routine issues, including complex and sensitive customer situations - Utilize AI-powered tools that provide guided workflows, suggest next steps, and support summarization of customer interactions to provide accuracy and efficiency in resolving customer needs - Review and validate AI-generated call summaries and case notes before final submission, exercising judgment to ensure accuracy and alignment with policy, procedure, and customer intent - Maintain accurate, complete, and timely documentation of customer interactions in accordance with recordkeeping, privacy, and regulatory requirements - Identify issues requiring escalation and coordinate with internal partners, supervisors, or specialist teams to achieve resolution - Provide input on recurring issues, knowledge gaps, or process improvement opportunities through established feedback mechanisms - Participate in required training and ongoing skill development related to products, processes, systems, and AI-enabled tools Required Qualifications - 1+ years of customer service experience in a customer-facing role (e.g., call center, retail, healthcare, financial services, hospitality, or similar) - Experience resolving complex customer issues across multiple systems (e.g., CRM platforms, knowledge bases, or customer communication systems) - Ability to apply judgment in non-routine situations while working within defined guidelines and compliance requirements - Strong verbal and written communication skills with the ability to interpret and explain information clearly to customers - Ability to work scheduled shifts within operating hours of 7:00 AM - 10:00 PM CT, Monday through Friday, with advance notice of schedules provided and some flexibility required for overtime and shift changes based on business needs • Must reside within commutable distance of Omaha, NE; initial onsite training required; role is virtual following training completion - High school diploma or equivalent Preferred Qualifications - 2+ years of experience in insurance, financial services, healthcare, or another regulated industry - Experience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflows - Experience handling escalations, complaints, or sensitive customer situations - Familiarity with authentication, data protection, and compliance standards in a regulated environment The expected salary range for this position is $41,600/year . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms. Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us! MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics"). If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

• To provide excellent customer service to our Clients • Answering the telephone and signing off calls • Handle inbound FNOL calls relating to motor insurance claims • Capture accurate and detailed information about the incident • Maintain compliance with industry regulations • Communicate clearly and professionally • Balance empathy and efficiency • Complaint handling