Customer Value Manager
What is the Customer Value team?
The Customer Value Management team is adept at delivering a consultative process to help prospects and clients understand the claims opportunities that exist within their organizations and the value of technology and digital to drive transformational results. The team maintains a deep understanding of industry issues and uncovers our prospects’ and customers’ position in the competitive landscape and the specific challenges within their organization and claims. This team consists of client-facing individuals, that support Snapsheet’s clients in understanding how our product offering will drive results for their organizations. Throughout the client’s lifecycle with Snapsheet, the Customer Value team ensures benefits realization and feedback to inform product.
Overview of the Customer Value Manager Opening:
As the Customer Value Manager at Snapsheet you are an experienced client-service professional that is skilled at uncovering organizational needs, identifying opportunities for change, and determining applications for technology to drive improvements. You serve as a collaborative partner to our prospects and clients, as well as our internal sales, account management, product and strategy & implementation team. Comfortable working onsite to undercover underlying prospect/client needs and shepherding the sales process, you ensure that Snapsheet is delivered at its best, with a tailored delivery, at each stage of the sale. You play a critical role in informing the strategies for priority software clients. As an extension of this responsibility, as the Customer Value Manager you define and drive best practices for client engagement both during and post sales, bringing an understanding of client needs, Snapsheet offerings, technical considerations and value delivery.
Key Responsibilities:
Deeply understand client’s organizational needs & challenges and translate the value of Snapsheet’s offerings in driving value for the organization
Utilize competitive intelligence, research, and/or experience to inform best practices
Conduct shadowing and initial scoping sessions with prospective clients
Collaborate with the sales, product, engineering, and design teams to determine key components of the solution
Create the case for change, both during the sales process and post-sale to ensure an understanding of the benefits and the organizational change that unlocks the desired value for the organization
Identify and map out the required workflows to enable the future state vision
Work with the carrier and internal Snapsheet teams to help build out requirements for each phase of the project
Package proposed solution, including implementation approach, benefits delivery and pricing recommendations based on knowledge of prospect and input from Snapsheet Leadership and Technology team
Assess where the prospect/client is as part of the sales journey, and drive activity to support advancement, including the development of collateral or engagement of Snapsheet SMEs, as needed
Quarterback all parties at Snapsheet and on the carriers’ side to ensure understanding of offering, value, approach and recognition of benefits
Run platform demos for prospective clients
Create the sales collateral needed to address client issues and identify practices that provide the optimal client experience during the sales process
Manage prospect/client asks and Snapsheet commitments and ensure delivery
Translate learnings from client engagements and interactions into best practices and trainings shared with the broader Sales and Account Management team to drive adoption of consultative sales techniques and with Technology teams to share product applications
Ensure proper storage of all client information & insight collected during pre-sale activities to allow for easy-to-access content and to support continuity of knowledge for all involved with an account
Leverage account management meetings and trainings to showcase high-impact / successful sales collateral and understanding of key activities driving sales conversion
Deliver findings on “impact” or new product/feature needs back to the technology team to share feedback on current offerings and to inform future needs
Build and manage a lean, flexible Client Strategy team that drives against organizational growth goals with a customer-first mindset
Qualifications for the Customer Value Manager:
4-6 years of consulting experience
High-level scoping and business case communication
Strong business acumen and oral and written communication with a background in applying technology solutions to drive business value
Strong ability to represent Snapsheet onsite and to independently run client assessment, high-level scoping, and business case communication
Excellent relationship building skills
Experience in the insurance industry