Customer Success Lead (80 - 100%)

About the Team

Credit and Surety is an arm of Corporate Solutions focusing on Trade Credit, Commodities and Infrastructure financing insurance as well as Contract and Commercial Surety globally. Swiss Re is a market leader in Bank Trade and Infrastructure segment with long history or innovation and excellent client service.

Pulse Credit application offers fast, efficient, and state-of-the-art digital risk distribution channel which is available 24/7 to users and can store documents and generate electronic certificates while retaining our key strengths in underwriting excellence and customer service. The portal offers various features like request issuance of Risk Participation Agreements, monitor your portfolio of transactions closed with Swiss Re, request amendments and notify exposure releases etc.

About the Role

As a Customer Success Lead, you will bring valuable product ownership experience and stakeholder management skills. You will be pivotal to existing pulse credit support model and would be single point of contact to triage incidents pertaining to pulse credit application for both external and internal users.

Your responsibilities include, but NOT limited to:

• Quickly acquire pulse credit application knowledge and work as a Product Owner which means you would be creating, managing, and prioritising product backlog based on the feedback from the external users and Swiss Re underwriters.

• Conduct surveys, meetings etc. with external users and underwriters to understand pain points and improvements required in pulse credit application and convert them to features/requirements.

• Act as the single point of contact for external user queries/requests and concerns. Work with user for business query. If technical queries/issues, then work with Tech team for resolution within defined SLAs.

• You will be responsible to onboard new clients onto the application, perform onboarding activities, user demos and any other activity to make sure clients have smooth onboarding experience.

• Be the single point of contact for any requirement clarifications for the Tech team and you would be responsible to prioritise the right features for the Tech team to deliver business value at the earliest.

• You will be responsible for triaging the production incidents to the right team and for monitoring and evaluating progress of the incident at each stage of the process and liaising with multiple teams to deliver timely updates.

• You will closely work with Tech team and other dependent teams like L2 support, DMP etc. to make sure issues are resolved within defined SLA.

• Participate in Agile/Scrum ceremonies line Daily Scrum, Sprint Planning and Review sessions, backlog refinement sessions, Retrospectives etc. with Tech team.

• Participate in various Management meetings like Management sync, Incident calls etc. Create and present status reports to the leadership team etc.

Your Profile

• 3 or more years of experience as a Product Owner and proficient in Incident triaging, Business Communication with excellent Stakeholder management skills, including client facing experience (desirable)

• Strong interest and previous experience with product management activities. Eager to work in an agile set-up continuously improving your agile skills.

• Strong analytical, quantitative skills and problem-solving skills. You consider yourself as a data savvy person! A degree from an academic institution in a quantitative field would ideally round up your profile.

• Highly committed, energetic, and reliable. You are customer focussed, enjoy interacting with people and show a can do and hands on approach when working with customers and colleagues.

• Fluent in English (spoken and written).

The minimum gross monthly base salary for this role is 3300 EUR full time. Our final offer to you will be set up fairly, considering the skills and experience that you bring to the Swiss Re Group. You can look forward to extra rewards and benefits including an attractive performance-based bonus.

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