Mission
At Root, we are dedicated to empowering insurance players with innovative solutions that open new markets, drive growth, and deliver exceptional client value. As we continue to expand our footprint into the UK and beyond, we are doubling down on our commitment to providing an outstanding client experience.
The mission of the Junior Client Success Manager is to support the ongoing success and satisfaction of our clients by assisting in the management and nurturing of long-term relationships. This role focuses on helping drive product adoption, supporting day-to-day client needs, and contributing to the achievement of client outcomes through the Root Platform, all while learning to identify opportunities for growth and championing client engagement.
In this role, you will work closely with Root’s Sales, Support, Professional Services and Product teams to relentlessly advocate for our clients and enable them to harness the full potential of our cutting-edge platform.
Outcomes
Client Relationship Management
- Act as the primary point of contact for a portfolio of enterprise clients.
- Build and maintain strong, long-lasting client relationships.
- Understand clients’ business goals and objectives and align them with our platform capabilities.
Onboarding
- Able to guide clients through onboarding after implementation is complete
- Collaborate with the technical support team and professional service team to address any technical challenges during onboarding.
Product Adoption & Usage:
- Drive adoption and usage of the platform by understanding client needs and providing feedback internally
- Conduct regular business reviews and strategy sessions with clients to ensure they are leveraging the platform and our services effectively.
Client Advocacy:
- Serve as the voice of the client internally, providing feedback to product management and development teams.
- Identify and develop client advocates who can provide testimonials and case studies.
Renewals & Upsell:
- Facilitate the renewal process, working to retain and expand client accounts.
- Identify opportunities for upselling and cross-selling additional products and services.
Metrics & Reporting:
- Track and analyse client success metrics, such as CSAT, and churn rates.
- Help prepare regular reports and insights to the executive / management team on client health and success.
Competencies:
- Client-centric mindset with a passion for helping clients succeed.
- Willingness to learn how to approach problems thoughtfully and contribute to solutions.
- Interested in understanding business and how clients achieve their goals
- Proactive and self-motivated with a high level of initiative.
- Ability to build trust and rapport with clients and internal teams.
- Proven track record of success in client facing roles
We are looking for someone with:
- Tertiary qualification with an aptitude for numbers and data.
- 3 years in an enterprise client-facing role.
- Experience managing enterprise clients and engaging with C-suite executives.
- Insurance domain expertise is a bonus.
Why Join Root
We have ambitious goals. Our mission is to transform insurance, globally, and we’re making solid progress in South Africa and the UK. Your contribution will directly and visibly impact Root’s continued success and expansion.
Our team is incredibly friendly and collaborative. If you care about solving challenging problems with smart people you enjoy being around, this is the place for you.
Please note… Open positions at Root are competitive and we often receive high volumes of applicants. If you have not received further updates on your application after three weeks, you’re welcome to request feedback.
