At Covered, we are focused on making insurance easy to understand and painless to purchase. We combine intuitive technology with a human touch to help consumers quote, compare, and purchase multiple insurance products in minutes. By partnering with lenders, financial institutions, and fintech companies, we deliver our personalized embedded insurance marketplace to their customers.
What Is Covered?
The best-in-class B2B2C embedded insurance marketplace built specifically for fintechs. We combine award-winning digital insurance experiences, innovative technology, and industry-leading compliance programs to help our partners build a fully digital insurance experience using our APIs, pre-built UI components, and full-service licensed stack.
About This Role
The Partner Success Manager's primary responsibilities are to take ownership of a portfolio of Covered's large partnerships (tier 1 and tier 2), commit to their success, and relentlessly work to remove barriers to adoption both within the partner's organization and cross-functionally within Covered. As a member of the team, you will be responsible for ensuring the highest level of partner satisfaction. You will be involved in all aspects of support, account management, product demonstration, partner education, and more. All functions look to Partner Success for input across key decisions and activities related to partnership expansion. You are accountable to drive revenue growth for Covered's most important partnerships.
Yep, We Have Benefits!
At Covered, our cultural DNA is our brand! This position includes a competitive benefits package to include an extraordinary culture, medical, dental, vision, FSA, HSA, AD&D, Life Insurance, STD, LTD, 401(k), casual time off, and 11 paid holidays.
Role Accountabilities Include, But Are Not Limited To:
- Lead, drive, and manage change within complex and large partner organizations
- Become a trusted advisor and advocate for the partner's executive sponsor(s)
- Oversee new strategic partner implementations and ensure a seamless transition from pre- to post-sales
- In partnership with Marketing, develop a strategic 12-month roadmap for partnership expansion into their customer base
- Ensure high levels of impact and client satisfaction
- Present complex information to clients in a manner that is understandable.
- Conduct new hire training, onboarding, and develop/update self-paced learning documentation and plans
- Respond with urgency to client inquiries and concerns. Research and resolve complex customer issues.
- Participate in educational opportunities, keeping industry and product knowledge current; pursue additional leadership learning opportunities
- Serve as a liaison with other departments within Covered, disseminating and training colleagues with respect to major updates, product enhancements, process changes, partner expansion activities, and updates as provided
- Manage a regular cadence of reporting internally and with partners to ensure onboarding and other timelines stay on track; and executing quarterly business reviews that advance the account engagement plan
- Maintain and update key account records in Hubspot
- Lead training sessions in a variety of contexts with partner staff, articulating the industry context and educating them on day-to-day usage of the platform
- Become a product subject matter expert and empower partners to extract full value, monitoring adoption and usage trends to provide recommendations for improvement to both partner and Covered's business units
- Create product feedback loops to document, monitor, and aggregate product enhancements requests from partners
- Thrive working in the unknown, taking initiative and designing processes with a focus on continuous improvement
- Possess understanding of the people, process, and technology realities that are part of transformation efforts, and utilize approaches and tools to mitigate risk
- Impressive executive presence and communication abilities
- Passion for technology and for being a part of a fast-growing company
- Attention to detail is the hallmark of your project management style, with strong capabilities for delivering great work
- Highly analytical problem solver that can develop systems and processes to drive solutions
- You listen and understand with an ability to dive into root problems and provide in depth feedback to customers and other teams within Covered
- You are extremely well organized with an ability to handle and digest large amounts of information from a variety of resources
- Up to 15% travel could be required
About You And Your Experience
- A Bachelor's degree or equivalent experience required
- Experience with technology stack and customization of Salesforce, Google Apps, Slack, Hubspot, and Monday.com
- 4+ years’ experience consulting, customer success, partnership success, or strategic account management
- 3+ years’ experience within insurance, mortgage, or financial services preferred
- Experience developing marketing campaigns or strategies to drive adoption
- History of retaining and growing your partner portfolio
- Results-oriented and solutions-focused mindset
- Ability to manage time effectively
- Ability to thrive within a remote team environment
- Exceptional written and verbal communication skills
Essential Role Requirements (Must be able to be performed with or without reasonable accommodation):
- Work Environment: Denver, CO HQ or Remote
- Physical Demands:
- Must be able to sit for extended periods of time
- Possess visual acuity in order to see a computer
- Must possess manual dexterity in order to work on a computer
- Must have command of the English language to communicate effectively
- Must be able to hear clients, partners, and internal staff
- Opportunistic travel as may be required
Disclaimer
This is an outline of the primary responsibilities of this position. As with everything in life, things change. The tasks, accountabilities and/or experience requirements may be changed, added to, removed, amended, deleted, and modified at any time by management with, or without prior notice.
We are an equal opportunity employer and do not discriminate on the basis of any protected attribute, protected under applicable law. We make reasonable accommodations for applicants' and employees' religious practices as well as any mental health or physical disability needs. Employment decisions, including hiring decisions, are based on performance experience.
This job description is intended to provide information essential to understanding the scope of this position and the general nature and level of work performed by job holders within this position. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.
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