Full Job Description
We’re pushing the boundaries of Insurance Technology.
INSTANDA is a pioneering InsurTech platform that is
revolutionising the insurance industry by offering insurers a
versatile tool to create, manage, and distribute digital insurance
products. Our innovative technology empowers insurance companies to
adapt swiftly to market demands and navigate the evolving landscape.
Based in London, we are looking for an experienced Head
of Account Management EMEA to join our team and lead the
EMEA Account Managers responsible for INSTANDAs most established and
mature market. With over 50% of our global clients based out of the
EMEA region this role will be pivotal in defining the long-term
strategic growth plans for our existing client base whilst overseeing
the transition of all new clients as they work through ‘go live’
projects. Reporting to the COO the successful candidate will work to
proactively retain and grow all strategic clients, overseeing the
annual CSAT Survey alongside the VP Accounts – NA and using the
insights gathered to ensure INSTANDA always operates with the client
at the heart of every decision.
With demonstrable experience of
growing client accounts, building and delivering growth plans, this is
an opportunity to lead and shape the Client Services function within
an innovative company.
Responsibilities will include :
People Leadership:
- With management responsibility for our EMEA based Account
Management team, you will be people first - passionate about leading
and mentoring others. You'll set clear performance expectations,
providing guidance, empowering your team to deliver an exceptional
client experience.
- You'll provide visible, authentic, and
skilled people leadership, with a proven ability to build high
performing diverse and inclusive teams.
- You'll cultivate a
collaborative and high-performance ethos within the team.
Client Relationship Management:
- Experience of client service, including handing escalations for
poor service and driving forward complex service improvement plans.
- As a strategic collaborator, you'll advise clients on best
practice, industry trends and growth possibilities.
- You
will lead business reviews and strategic discussions to align client
objectives with platform capabilities
Strategic
Account Management:
- You'll collaborate closely
with our Sales, Product & Delivery teams to ensure seamless onboarding
and successful client adoption of INSTANDA.
- You'll identify
opportunities for enhancement and optimisation of the client's
utilisation of the platform.
Client Success
Strategy:
- You will be accountable for
developing and executing a comprehensive Client Success Strategy that
encompasses onboarding, adoption, servicing, support and advocacy.
- You'll define and measure key Client Success metrics to
assess the health of client relationships and pinpoint areas for
enhancement.
Client Feedback and Product
Enhancement:
- You'll gather client feedback and
insights, effectively communicating these to internal Product and
Engineering teams to influence product improvements and feature
development.
- Collaborate with internal stakeholders to
ensure client requirements and expectations are understood and
addressed.
- You'll stay updated about industry trends,
competitive landscape, and emerging technologies within the InsurTech
space to offer valuable insights to clients.
Stakeholder engagement:
- You'll
be professional in your approach, with an ability to produce high
quality deliverables that resonate with a C-Suite audience
- You will successfully demonstrate negotiation and influencing
skills at all levels both internally and client-facing.
Requirements
Essential
Requirements:
Candidates must successfully evidence
proven, demonstrable experience in the following areas:
-
Insurance industry - developed either within an
insurance company, or an insurance software provider;
-
Account Management/ Customer Success Management
experience
- Leading and managing teams
- Proven experience in managing a client-facing
team, covering all aspects of support, servicing and growth
- Excellent leadership, interpersonal and communications skills
- Strategic thinking and the ability to align client needs
with company objectives
- Analytical mindset with the
capability to interpret data and make informed decisions
- Demonstrated track record of managing and nurturing strategic
client relationships
- Previous experience working with or in
a SaaS environment and good, broad technical knowledge of IT
solutions.
Desirable:
- Bachelor’s degree in Business, Marketing, Technology or related
field
- Solid understanding of InsurTech landscape desirable
Benefits
- We offer a
generous 28 days annual leave allowance, in addition to Bank Holidays.
- Inclusion in the company share plan
- Participation in a performance linked bonus scheme
- Annual Learning & Development allowance of £1,250
- Free
access to LinkedIn Learning & Microsoft ESI Learning platforms
- Monthly wellness allowance of £100 for you to put towards health
and wellness activities
- Group Income Protection
- Life Cover
- We are a member of the Employee Assistance
Program, that supports our staff 24/7
- Participation in the
company pension scheme
- Cycle to Work Scheme