Salary range is:
$54,635.00 - $78,000.00This position is bonus/commission eligible.
CCC Intelligent Solutions Inc. is a leading cloud platform for the multi-trillion-dollar P&C insurance economy creating intelligent experiences for insurers, repairers, automakers, part suppliers, lenders, and more.
The CCC Intelligent Experience Cloud, powered by broad AI and an innovative event-based architecture, connects more than 35,000 businesses to power customized applications and platforms for optimal outcomes, and personalized experiences that just work. Through purposeful innovation and the strength of our connections, our technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com.
The Role
This is a virtual based remote role that entails a combination of in-person and virtual training services with the possibility of travel up to 10%Virtual Consultants ensure client satisfaction and retention through quality service and proactive consultation with key Internal and External Stakeholders. Virtual Consultants service Insurance carrier customers through scheduled virtual visit options, such as: webinars, web-based portals, and self -service technology. Virtual Consultants are responsible for providing post implementation support through live chats, proactive outreach, and virtual product reinforcement.
Other responsibilities entail working collaboratively across the organizations; serving as the customer advocate in facilitating issue resolution with technical support and IT operations; conducting virtual or on-site product training; providing industry trends and data for customers to benchmark their performance against their competitors and industry standards. Virtual Consultants also partner with the sales team to develop and implement client related service plans for new and existing customers both for short-range and long-range business objectives of both CCC and its clients.
Key Responsibilities:
- Develop and foster relationships with management teams at insurance carriers
- Hold overall responsibility for client satisfaction as it pertains to customer service
- Troubleshoot product related complaints from insurance clients and coordinate solutions through the technical support department
- Maintain client relationships for the purpose of retaining and increasing company market share
- Gain a solid understanding of each client's claims process in order to better assist their claims managing needs and help drive enhanced claims processing
- Develop and assist in client related service plans that are consistent with short-range and long-range business objectives that can be measured
- Serve as an on-demand point of contact for servicing existing customers
- Provide onsite services as needed as a backfill for other Territory Field Consultants
- Conduct dry run sessions with colleague facilitators. Serve as the lead trainer for online and in-person training – internal and external-facing – as needed
- Optimize data collection, analytics, and reporting in partnership with Training Managers
- Deliver data analytics reporting on training program and partnerships metrics
- Work to ensure that all training materials are consistent, up-to-date, and aligned with the larger team and company goals
Requirements:
- Work experience in an action-oriented and results-based environment.
- Strong analytical skills and technical acumen (Tableau, Word, Excel and PowerPoint)
- Knowledge of the Insurance Industry or Automotive Services required
- Ability to work independently from home office required
- Experience using Customer Relationship Management tools preferred
- 3+ years of software product training experience.
- Up to 3 years of working in operations, project management, or instructional design
- Extremely organized, detail-oriented and process-oriented
- Self-starter mentality, capable of working independently
- Experience and confidence in public speaking and/or adult learning
- Experience with best practices in instructional design and adult learning theory preferred
- Ability to keep track of logistics and operations for several concurrent trainings at once
- Comfortable with simple data analytics and reporting for non-technical audiences
- Experience building strong, cross-functional partnerships
- Excellent writing, communication, and interpersonal skills
- Established methods for working with Subject Matter Experts to target and refine learning objects
- Experience working in technology and SaaS is preferred
About CCC's Commitment to Employees:
CCC Intelligent Solutions understands that our employees play an integral role in our vision to shape a world where life just works. Our team is defined by our values of Integrity, Customer-Focus, Innovation, Inclusion & Diversity, Tenacity, and Connection. Through diverse perspectives, purposeful innovation, and the strength of connections, our technologies empower the people and industry relied upon to keep lives moving forward when it matters most.
At CCC, together everyone can thrive as we innovate and collaborate, creating employee experiences that just work. We are committed to providing opportunities for our people to make real-life impacts, advance in their careers, and contribute to CCC’s success.
CCC offers competitive compensation and benefits to support you and your families, including:
401K Match
Paid time off
Annual Incentive Plan Performance Bonus
Comprehensive health insurance
Adoption Assistance
Tuition Reimbursement
Wellness Programs
Stock Purchase Plan options
Employee Resource Groups
For more information about our benefits, please check out our careers site.
Here, you belong. You are seen, valued, and respected. We celebrate you for who you are and all you bring. Every voice is heard and is important to our success. You can hear what employees have to say about our culture here.