Account Associate

As an Account Associate, you will be supporting Account Managers, and together you’ll be entrusted with onboarding new Archipelago clients, leading clients' platform configuration, data onboarding, change management support with their internal and external partners, and user training requirements. Beyond new client onboarding efforts, Account Associates also act as ongoing data and end-user support specialists, supporting Account Managers to make sure our clients extract maximum value from their investment in Archipelago, over time, supporting clients’ insurance program renewals and other updates on the platform.

You need professional experience with account management / customer relationship management / consulting, and experience working in the Software-as-a-Service (SaaS) and/or commercial insurance industries are considered a plus.

Account Associates will report to the Director of Account Management, part of Archipelago’s customer facing team (Sales + Customer Success).

About Archipelago

Archipelago is a venture-backed startup software (SaaS) and data analytics company, focused on discovering win-win solutions across the risk and insurance value-chain. Archipelago develops solutions that enable a more efficient, inter-connected risk fabric throughout an increasingly data-driven market.

Archipelago is led by Hemant Shah (CEO), the co-founder and former CEO of Risk Management Solutions (RMS), along with a seasoned team of technology, risk and analytics leaders and entrepreneurs. The company is also backed by world-class venture capital partners.

The company was founded in 2018 and is headquartered in San Francisco, with offices in New York, London and Delhi, India.

Your Duties

  • Support and maintain customer onboarding plans
  • Communicate and consult with clients to align platform deployment timing and configuration
  • Ensure the collection and tracking of clients’ data and documentation.
  • Work with Account Managers to configure client-specific platform portals, per clients’ property portfolio requirements
  • During clients’ insurance renewal marketing period, monitor client, broker and underwriter usage and engagement to drive adoption of Archipelago.
  • Check the quality of data and platform configuration before releasing to customers.
  • Support Account Managers in on-site business reviews and ongoing training programs, as required.
  • Compile and relay customer feedback to internal Archipelago teams, to improve service quality.
  • Act as liaison between clients and Data, Product & Development teams internally; compile, relay and advise on client feedback to improve service quality.
  • Develop expertise on trends and best practices for insurance technology.

You are passionate about proactively providing outstanding customer service for all post-sales customer facing activities. You always have a positive, can-do attitude when working with clients and have a knack for understanding what a customer really needs and why they need it. You enjoy wearing multiple hats and can thrive in a fast-paced start-up environment.

Requirements

  • Bachelor's degree and a minimum of 2 years of experience in account management / customer support / consulting in a B2B client-facing position.
  • Critical thinking and problem-solving capabilities, and proficiency in data / business analysis and project management.
  • Strong communication skills, able to give an excellent presentation, and write an eloquent e-mail.
  • Empathy with a knack for understanding what a customer really needs and why they need it. SaaS and/or Commercial Insurance industry experience preferred.
  • Previous experience of browser-based web apps preferred, with familiarity using third-party tools such as JIRA/Clubhouse, Zendesk, Excel (pivot tables/lookups, etc.), and Slack also preferred.
  • Highly organized and consultative with savvy business acumen.