Retention Team Lead

Partnership Service

Rochester, NY

Featured On

Rated 4.7/5

(5056 reviews)

About NEXT

Location: Rochester, NY    NEXT’s mission is to help entrepreneurs thrive. We’re doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience.    Simply put, wherever you find small businesses, you’ll find NEXT.   Since 2016, we’ve helped hundreds of thousands of small business customers across the United States get fast, customized and affordable coverage. We’re backed by industry leaders in insurance and tech, and we still have room to grow — that’s where you come in.    The Retention Team Lead role supports Next Insurance’s vision and direction working with our customers and  their team. They build a positive customer-focused culture, supporting high-achieving Account Managers in taking care of our customers, and each other. They are responsible for the daily running of the team SLAs, exceeding our customer and Account Management expectations. They will maintain an in-depth knowledge of the products and services supported by NEXT Partnerships team and assist with escalations of critical client situations to ensure timely resolution for all parties.   The Retention Team Lead will work with the Retention Team Manager in building an industry-changing view of Account Management in the small business Insurance space.   What You’ll Do: <ul> <li> Direct management of an assigned team of Account Managers and collaborate with other Team Leads</li> <li>Real-time monitoring of phone, chat, Slack, and ticket queues, making adjustments to achieve daily  goals</li> <li>Accountability in achieving team level operational key performance indicators (KPIs) -  Track individual and team level performance daily/weekly/monthly</li> <li>Develop tactics for meeting/exceeding Team and individual Retention KPIs and tracking Account  Manager development through Individual development plans and performance management</li> <li>Answer Account Manager questions, assist with problems and oversee work for quality and guideline  compliance</li> <li>Provide quality account management, including interacting with customers, answering customer  inquiries, and effectively handling customer escalations</li> <li>Create and maintain a culture of teamwork and support, building up members, and removing obstacles  to allow Account Managers to focus on our customers</li> <li>Assist in hiring by participating in interviews and providing thoughtful feedback on candidates</li> <li>Provide input for identified needs in Account Manager training and skills enhancement</li> <li>Act as liaison, and provide valuable insights between Operations and other company areas such as  Sales, Marketing, Engineering, People Team, & various Project Managers and other teams as needed</li> <li>Maintain team compliance to company policies as outlined in the employee handbook</li> </ul>   What We Need: <ul> <li>Excellent verbal, written, and interpersonal communication skills </li> <li>Outstanding customer service and sales skills and dedication to providing exceptional customer care </li> <li>Detail-oriented and high level of accuracy </li> <li>Must be self-motivator, self-starter, and results driven </li> <li>Positive “can-do” attitude and a desire to contribute to a growing, energetic work environment </li> <li>Strong organizational skills and ability to prioritize workflow </li> <li>Strong problem resolution techniques and recommend changes to staff and management </li> <li>Highly Knowledgeable of Industry and Products with a minimum of one (1) year of Account Management  experience preferably in all commercial lines of insurance</li> <li>BA or BS in Business, Finance, Insurance, or Management Self-motivated individual to go above and  beyond</li> <li>P&C license required </li> </ul>   Unstoppable Qualities:  <ul> <li>Personal standard for excellence: Strong process orientation and interest in finding better ways to do things</li> <li>Fearlessness and adaptability in a fast-moving, ever changing environment and ability to work on  multiple tasks at once</li> </ul>  <div class="content-pay-transparency"><div class="pay-input"><div class="description">The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position in the location(s) listed. Within the range, individual pay is determined by additional factors, including, without limitation, job-related skills, experience, and relevant education or training. NEXT employees are eligible for our benefits package, consisting of our partially subsidized medical plan, fully subsidized vision/dental options, life insurance, disability insurance, 401(k), flexible paid time off, parental leave and more.</div><div class="title">US annual base salary range for this full-time position: </div><div class="pay-range">$69,000—$114,000 USD</div></div></div><div class="content-conclusion">  Don’t meet every single requirement? Studies have shown that some underrepresented people are less likely to apply to jobs unless they meet every single qualification. At NEXT, we are dedicated to building a diverse, inclusive and respectful workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.   One of our core values is 'Play as a Team'; this means making sure everyone has an equal chance to participate and make a difference. We win by playing together. Next Insurance is an equal opportunity employer and prioritizes building a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants of any type and do not discriminate based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state, and local laws. Next's policy is to comply with all applicable laws related to nondiscrimination and equal opportunity and will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. </div>