Senior SCRM Analyst at Leidos supporting enterprise data and analytics programs. Involves Cyber Supply Chain Risk Management and collaboration with governmental partners.
About the role
- Senior Enterprise Customer Success Manager at Quandri transforming insurance experience with AI. Focused on managing enterprise accounts and driving product adoption in a fast-paced environment.
Responsibilities
- Become an expert in our products and be able to clearly communicate the value and impact of Quandri
- Understand the fundamentals of the insurance broker landscape and the day to day personal lines renewals broker processes
- Provide adoption and change management sessions with our customers and their teams on how to properly use our product
- Own end-to-end relationships with assigned large enterprise customers as the face and voice of Quandri
- Build and maintain multithreaded connections at executive operational, and technical levels
- Lead strategic conversations, business reviews and executive alignment sessions that drive customer goals, retention and expansion.
- Proactively manage stakeholder changes by identifying and cultivating new contacts while reinforcing existing partnerships
- Develop and execute tailored, data-driven success plans aligned to each customer’s business objectives and insurance workflows
- Lead Mutual Value Plans, Solution Health Reviews and Strategic Business Reviews to demonstrate ROI and impact
- Identify account risks early and coordinate internal resources to mitigate churn and service issues
- Collaborate closely with Sales to uncover and support revenue expansion and upsell opportunities
- Plan, coordinate, and lead end-to-end onsite workshops and working sessions at customer offices, facilitating strategic alignment and collaborative problem solving with both customer stakeholders and internal Quandri teams.
- Drive product adoption through customized guidance and change management tailored for complex insurance brokerages
- Act as the product expert and advisor, translating Quandri’s platform capabilities into tangible business outcomes
- Advocate internally by providing prioritized customer feedback and strategic insights to Product and Engineering teams
- Partner with Implementation, Support, Product, Marketing and Sales teams to ensure a seamless customer experience and timely issue resolution
- Share knowledge and continuously improve customer success methodologies and enterprise playbooks
- Regular travel to customer sites across Canada and the US to lead onsite workshops, strategic meetings and business reviews
- Ability to manage travel logistics, balance remote and in-person engagements
Requirements
- 5+ years experience in Customer Success or Account Management within a SaaS environment, with a minimum of 3 years managing strategic enterprise accounts
- Strong data-literacy with the ability to analyze product metrics and business outcomes
- Demonstrated experience leveraging AI tools (Claude, ChatGPT, or similar LLMs) to streamline customer workflows, automate routine tasks, or enhance service delivery
- Excellent project management skills
- High level of ownership and accountability
- Proficiency in Microsoft Word, Excel, Powerpoint or G-Suite equivalents
- Proficiency in using a CRM platform (HubSpot preferred)
- Ability to handle multiple responsibilities and prioritize efficiently
- Aptitude for technology and the ability to learn to use different software programs quickly
- The ability to manage multiple Customer projects
- The ability to effectively listen and communicate with customers in a professional manner
- Effectively present to customers and run engaging customer meetings
- Well-organized with attention to detail
- Demonstrate commitment and passion for creating positive customer-centric interactions
Benefits
- Employee stock options, granted based off experience level upon hire and subject to a standard vesting schedule
- Comprehensive health benefits, including $500 Lifestyle Spending Account
- Four weeks of paid vacation per year
- Work anywhere in the world for 60 calendar days of the year
- Parental leave top-ups: 6 months for birthing parents, 8 weeks for non-birthing parents (up to $100,000 annual salary)
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