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We are seeking a dynamic and customer-focussed individual to join our Latin America Insurance Consulting and Technology ("ICT") team as a Strategic Account Manager. In this role, you will be responsible for managing the success and satisfaction of our customers post-sale, upselling and cross selling ICT software, customer retention, and ensuring customers achieve their desired outcomes with our software.
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The Role:
Own customer success for assigned accounts, ensuring customers realize measurable value from ICT software and achieve their intended business outcomes.
Serve as the primary point of contact for technology customers, building trusted, long‑term relationships with both business and technical stakeholders.
Guide customers through the onboarding process, providing training, resources, and support to ensure a smooth transition to the software
Develop and execute strategic technology account plans in close partnership with Client Relationship Managers (CRMs), aligned to client objectives, retention goals, and expansion opportunities.
Maintain a deep understanding of each client’s business, including priorities, challenges, operating model, and maturity, to proactively identify opportunities for increased adoption, cross‑sell, and upsell of ICT software
Establish and maintain a structured engagement cadence (at minimum quarterly), including executive check‑ins, roadmap discussions, and value reviews to gather feedback and address risks early.
Act as an escalation point for technology-related issues, coordinating internally to resolve challenges, manage expectations, and optimize client outcomes.
Advocate for customers internally, ensuring their needs, feedback, and priorities are represented in product, delivery, and commercial discussions.
Drive renewals and retention, proactively mitigating churn risk by demonstrating value, addressing concerns early, and ensuring alignment between delivered outcomes and client expectations
Promote adoption of key capabilities and new functionality, helping clients maximize ROI while identifying and advancing expansion opportunities.
Collaborate closely with Practice and Proposition Leaders, aligning messaging, client priorities, and retention strategies across consulting and technology offerings.
Coordinate with CRMs to maintain accurate client intelligence, including stakeholder maps, usage insights, and engagement history, ensuring consistent and informed client coverage.Manage technology customer accounts, develop technology account plans together with Client Relationship Managers ("CRMs"), proactively engaging with customers to understand their business goals, challenges, and opportunities for expansion
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