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Customer Success - Manager / Sr Manager - Leading General Insurance Firm

2.00 to 7.00 Years   Chennai   02 Nov, 2022
RightMatch HR Services Pvt Ltd
Job LocationChennai
EducationNot Mentioned
SalaryRs 9 - 14 Lakh/Yr
IndustryInsurance
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    The details of the position are:Company : Leading General Insurance CompanyDesignation:Customer Success - Manager / Sr ManagerReporting to: AVPLocation : ChennaiWork Days: 5Key Responsibilities:Handling Relationship for mobile app which they have devised and is available for policyholders to download on their mobile devices.Mobile App: A one-stop wellness and insurance solution Get policy documents, intimate claims, chat with experts, tele-consult with doctors, and do more on the app.For better traction of this app, they require customer feedback, experience, complaints, and suggestions to evolve the technology based on their data inputs. Customer Success Team is an ongoing project they have started where they want Managers to visit the customer (on-field) or drive the field relationships to gather this data and collaborate with the Tech team and bring change to the app.Objective: - The app success team. They will be based out of different locations and will work closely with corporate sales team and corporates to drive adoption of app and engagement through the app. They will be instrumental in popularizing the features like Hello Doctor, Network hospital, OPD, etc within the corporate.This team will be an interface between app and the customers.Who will they focus on: - This team will work with relatively large corporates (minimum 500 lives) and with minimum 20% app download. Buy-in of corporate HR for both app andparticipation of this team is necessary for this team to start engaging with the corporate.What will they do: - The sales team will introduce the app success team to the corporate after policy is booked. This team will be responsible for on boarding of the employees on the app and will plan digital engagement activities for the employees. They will understand the requirement and customize the app experience for the employees. The mode of engagementwill be phygital. They will organize in-app events for the app throughout the policy period. They will focus on the activities like:-1. Mapping OPD requirements for the employees of the corporate and curating the networkas their need2. Identify users as per their personas, demography, conditions, usage, etc. on the app andorganize wellness events and online events as per the same3. Create micro-community within the corporate as per the interests of the employees anduse app gamification to drive engagement within the communityKPIs:- The major KPIs of the team will be:-1. To increase the download of app2. Drive engagement within the corporate MAU, engagement sessions and engaged time3. Usage of preferred features like hello doctor, OPD, chat, ppn, blogs, etc4. Usage of customer convenience features claims, policy, etc.5. Digital employee engagement corporate specific campaigns on app6. Cross sell / Up-sellFor any further queries, write us at hidden_email or call +hidden_mobileAwait your reply.

Keyskills :
key accountsservicingclient relationshipclient servicingaccount management

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