Customer Retention Manager at Clearcover

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Our Value Proposition: Clearcover is a venture-backed technology start-up disrupting the trillion dollar legacy insurance market. We’ve focused on building products that create confident, happy customers - and we’re flourishing. We believe in putting our people first, paying them well and working together to solve tough problems. If you’d like a high-growth opportunity with an award-winning company, let’s chat.

What is a Customer Retention Manager?

Customer Retention Managers (RMs) are responsible for empowering the people under them, leading special projects, and handling escalated customer situations — all toward the end goals of ensuring an excellent customer experience and retaining as many customers as possible. Our RMs are goal-driven and friendly people who love connecting with and helping others. 

What will you do?

People Management-Related Items (50%)

  • Manage junior team members
    • Provide objective and timely feedback to your direct reports
    • Create and maintain a supportive work environment
    • Identify and eliminate roadblocks for team members
    • Conduct performance reviews
    • Create performance improvement plans
    • Support career development
  • Create and maintain the coverage schedule
  • Interview candidates
  • Help oversee and manage the hiring strategy for your team
  • Ensure your team members consistently meet all KPIs

Special Projects & Cross Department-Related Items (25%)

  • Work with members within and across departments on retention-related items
  • Build upon Clearcover’s customer loyalty program
  • Identify, develop, and implement efficiency initiatives through process and/or technology enhancements
  • Collaborate with CX colleagues to create and modify internal sources of information
  • Work with the product team to help brainstorm ways to improve the customer and Customer Advocacy experience
  • Own team-specific goals

Escalation-Related Items (25%)

  • Serve as a last-stop to save customers
  • Respond to process-related questions posed by team members

What will your 30-60-90 day plan look like?

Within days 1-30, you will:

  • Start building relationships with your direct reports
  • Learn the technology systems that Clearcover regularly uses
  • Start learning the CX journey of a Clearcover customer

Within days 31-60, you will:

  • Handle inbound cancellation requests from Clearcover customers
  • Start building relationships with key members of other Clearcover departments
  • Review existing retention-related processes and KPIs

Within days 61-90, you will:

  • Start handling escalated cancellation-related requests from Clearcover customers
  • Recommend modifications to current retention-related processes and KPIs
  • Start working with CX peers to build dashboards to monitor progress towards goals

How will you be measured?

  • KPI attainment
  • Employee engagement

What do you need? 

  • Property and Casualty Resident Producer License (required)
  • People management experience (required): Minimum of 3 years
  • Retention experience with a proven track record of meeting or exceeding retention targets (required): Minimum of 3 years
  • Customer support/experience in a B2C call center environment (required): Minimum of 5 years
  • Demonstrated ability to hold team members accountable to performance metrics and support their growth (required)
  • Startup experience (preferred)
  • Strong active listening skills; able to communicate clearly through phone conversations 
  • Excellent grammar and writing skills
  • Demonstrated ability to understand and translate insurance information to the average person
  • Familiarity with CRM & support systems and practices
  • Demonstrated ability to remain friendly under pressure and resilient to negativity
  • Demonstrated ability to balance the needs of the customer with the needs of the business
  • Ability to multitask, prioritize, and manage time effectively 
  • BA/BS in English, Communication, or comparable work experience
  • Ability to work evenings and weekends
  • A tactful, timely sense of humor is also a must. We’re getting funnier but we can still be funnier-er

But wait, there’s more: As a Clearcover-er, you’ll have access to a sweet set of benefits.  Not only will you have medical coverage, but we’ll pay the vast majority of medical premiums for you and your family. We’ll also contribute to your HSA and HRA. Dental and vision? We’ve got you covered there, too, at 100%. Did we mention we’ll make a 3% contribution to your 401K even if you contribute nothing and get you to work pre-taxed through our commuter FSA? It’s true. Plus, we’ll happily give you generous time off for R&R so you can do you. Excited to learn more? Fill out the application below!


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Technology we use

  • Engineering
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • SnowflakeDatabases

Location

33 W Monroe, Chicago, IL 60603

An Insider's view of Clearcover

How does your team reward individual success?

We celebrate "wins" on Fridays with the entire company where we celebrate the success of the week with the rest of the organization, it is a fun and casual way to be recognized by peers. However, I also find a moment to individually recognize my team during our weekly touch bases for something specific that they accomplished.

Rosyln

Head of Agency Distribution

What makes someone successful on your team?

People who are successful on the Customer Experience team communicate with empathy, love solving problems for our customers, continually look for ways to work smarter, and thrive in the face of challenge.

Heidi

Head of Customer Experience

What are Clearcover Perks + Benefits

Clearcover Benefits Overview

Clearcover offers a comprehensive benefits package along with a number of perks in an effort to support our employees and their families. We work to align our perks with our core values and empower our employees to balance work and their personal lives.

Culture
Volunteer in local community
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Clearcover covers 100% of the employee's dental benefits.
Vision Benefits
Clearcover covers 100% of the employee's vision benefits.
Health Insurance Benefits
Clearcover's health insurance plan is with United Healthcare with a range of plans including PPO, HDHP and HSA. If you elect an HSA, we cover your out-of-pocket deductible as an HSA contribution.
Life Insurance
Clearcover offers voluntary life insurance.
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Clearcover provides employees with a 401(k) contribution of 3% of an employee's annual gross pay.
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Dependent Care FSA allows you to put away pre-tax dollars towards daycare expenses for dependents under the age of 13.
Generous Parental Leave
Clearcover offers parental leave for new parents after birth or adoption of a child. Full-time employees that have been employed for six months are eligible for six weeks of paid Parental Leave.
Flexible Work Schedule
Clearcover has flexible start and end times based upon your position and your team.
Remote Work Program
Our remote work program includes work from home Full-time remote for specific positions, as well as work flexible remote work for most position.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave. Other policies apply to those here less than 12 months.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Employees receive 5 paid sick days each year.
Perks & Discounts
Casual Dress
Commuter Benefits
Clearcover's offers Commuter Benefits, employees can save an average of 30 percent off their commute by contributing pre-tax dollars.
Company Outings
Clearcover celebrates company wins by organizing quarterly outings to a variety of places like the Escape Room, Punchbowl Social and Bounce.
Game Room
Clearcover's game room includes a state-of-the-art ping pong table, custom Nerf gun wall and a Pop-a-Shot to let employees enjoy breaks between work.
Stocked Kitchen
We send snack boxes monthly since we are virtual.
Home Office Stipend for Remote Employees
We offer a one-time $250 stipend to set up your work from home office. Use this for anything that will support your work from home arrangement.
Professional Development Benefits
Job Training & Conferences
Clearcover offers a stipend to each employee to invest as they choose in their own professional development.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
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