Agero – Director of Customer Success, US Remote

09/17/2022
$100,000 - $200,000 / year
Application ends: 11/30/2022
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Job Description

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.

About the Role: 

Report to and working with the VP of Client Success, the Director, Client Success will have responsibility for nurturing and growing a key portfolio of the Agero Insurance Line of Business.  This portfolio consists of a number of existing accounts and represents the vast majority of the Line of Business whitespace in terms of number of potential logos. 

This role is focused on leading a team and building relationships with key client decision makers and influencers.  Your team will consist of 2-5 client management professionals, including National Account Managers and Client Success Specialists to help grow and maintain the book of business.  In addition, this role will liaise with cross-functional internal teams (Billing, Operations, Marketing, IT, Sales Engineering, Product, and other departments to ensure service execution and achievement of company and client goals.

 Key Outcomes 

  • Complete a successful transition of the accounts from peer account team 
  • Develop a robust pipeline of new business opportunities in this segment 
  • Establish a strategy, business and operating model for the segment 
  • Build strong relationships with a cross-functional group, as well as the team 

The Day to Day:

This position requires the individual to work independently. The general duties of this position are: 

  • Develop and execute strategic account management plans for your client portfolio
  • Build and maintain strong, long-lasting client relationships
  • Curate and grow a healthy pipeline of new prospects and leverage Marketing to help create thought leadership and campaigns to drive top of the funnel activities 
  • Collaborate with Marketing and Product to deliver critical information related to our solutions and products 
  • Own vital initiatives that will create growth, improve service, and deliver strategic value 
  • Identify opportunities for increasing process efficiency while improving the customer experience 
  • Drive your team to create materials to deliver value program performance insights for internal leadership and clients in the form of monthly reporting and business reviews 
  • Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors 
  • Ensure the timely and successful delivery of our products and services according to needs and objectives 

 About you:  

  • Proven work experience as an Account Director, Sales Manager, or relevant role 
  • Excellent written and oral communication skills 
  • Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level 
  • Solid experience with CRM software (e.g. Salesforce CRM or HubSpot) and MS Office (particularly MS Excel and PowerPoint) 
  • Proven track record of thought leadership and problem-solving 
  • Experience delivering client-focused solutions to customer needs 
  • People management experience 
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail 
  • Experience with Business Intelligence (BI) or other data tools and comfort with complex reporting 
  • Comfort executing a consultative sales process, including the administrative elements that accompany that process 
  • Having sold or serviced to Claims and Marketing in Insurance is not required but desired 
  • Desired Tech skill set includes experience with mobile APIs and digital self service technology is a plus
  • Bachelor’s degree is preferred

D, E & I Mission at Agero:

We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage – ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.