Customer Success Lead - Hybrid Opportunity
Job Posting for Customer Success Lead - Hybrid Opportunity at The Hartford
Sr Cons Strat Initiatves - NS07BE
Seeking a Customer Success Lead to build and manage strategies and a program to improve the customer experience for our Middle and Large Commercial (MLC) and Global Specialty (GS) organizations.
We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.
Seeking a Customer Success Lead to build and manage strategies and a program to improve the customer experience for our Middle and Large Commercial (MLC) and Global Specialty (GS) organizations.
As a Customer Success Lead you will work closely with MLC and GS business leaders and business partners (CX, customer research, Service, Digital and S&D) to build and advance our customer experience strategy, ultimately helping our businesses grow profitably by identifying opportunities that attract and retain customers. The Customer Success lead ensures MLC and GS organizations and employees are empowered to improve customer satisfaction through continuous improvement, appropriate routines, and ongoing dialogue around strategy and execution on customer experience initiatives.
This role will have a Hybrid work arrangement, with the expectation of working out of the Hartford office 3 days a week (Tuesday through Thursday).
Responsibilities:
- Understand and identify the dynamics of a rapidly changing marketplace, and evolving mid - to - large commercial customer environment.
- Develop, track and analyze customer data to recognize trends and identify customer needs.
- Leverages observations, facts, quantitative analysis, customer insights to develop customer intelligence and identify strategies to strengthen our competitive position.
- Develop vision for customer and risk management insights and roadmap of improvements.
- Implement and execute a forums to build, maintain, and strengthen our understanding and relationships with our customers
- Help create training programs for employees to implement customer success strategies
- Assist in identifying potential new services and digital advancements we could provide customers
- Engage with customers to inform strategy and roadmap of improvement efforts
- Bring critical thinking and breakthrough ideas to leadership in an influential manner
- Establish deep, credible relationships business and service leaders
Qualifications
- Background in financial services, insurance, industries including any knowledge of mid-to-large-commercial businesses
- A demonstrated track record of driving outcomes and high performance
- An ability to quickly build strong credible relationships quickly when partnering with a variety of levels of business leaders and customers
- Strong communication skills and an ability to create effective and persuasive communication materials - Clearly conveys concepts verbally, visually and in writing
- Experience in business roles where change management is a vital component
- Experience with customer experience, data or analytics
- An ability to work independently and with little oversight and/or ambiguity
- Experience navigating highly-matrix and complex organizations
- Travel required
Compensation
The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$102,400 - $153,600 Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
Salary.com Estimation for Customer Success Lead - Hybrid Opportunity in Hartford, CT
$115,288 to $152,131
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