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Sr. Analyst, Implementation & Customer Success

Ascend

Ascend

IT, Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Saturday, May 25, 2024

What we do

Ascend is a fintech company building the financing and payments infrastructure for the $2.1T insurance market (did you know insurance premiums make up 7.2% of global GDP?). More than 40% of payments are still made with paper checks resulting in poor customer experience and expensive and operationally intensive commercial workflow. Today's solutions were built 40 years ago for pen and paper insurance sales. Ascend is the first modern payments platform for insurance helping to enable the industry's rapid digitalization.

Founded in April 2021, Ascend has achieved the following milestones:

  • Acquired over 2,000 customers, including several of the top 25 largest insurance distributors nationally (Acrisure, Insurica, NFP, etc.) as well as leading Inusrtechs (Vouch, Embroker, Founder Shield).
  • Initiating hundreds of millions in transactions and growing exponentially
  • Named a Top 50 Insurtech by CB Insights.
  • Built a world-class team of 30 based out of our San Francisco, CA, and Columbus, OH offices.

How we do it

Ascend automates insurance payments end-to-end — from online customer payments and financing to the distribution of commissions and carrier payables — so that insurance distributors can eliminate laborious, expensive processes while giving their customers the great online checkout and financing experience they've come to expect. Think Stripe + Affirm + Modern Treasury for insurance.

Why we do it

We exist to make it easier for people to protect the things they care about by simplifying and modernizing the insurance industry’s financial infrastructure.

Your role

We’re hiring a driven and analytical Senior Analyst, Implementation & Customer Success to work directly with our retail brokerage customers

You will be crucial to the success of our customers and internal teams and will be instrumental in onboarding new customers and supporting their growth journey with Ascend.

Responsibilities will include

  • Collaborate cross-functionally with our Sales, Product Support, and Operations teams to ensure a positive customer experience and quick issue resolution with a high degree of empathy and attention to detail.
  • Create and execute customer success plans to take new customers from pre-sales to their first policy sold to their 100th.
  • Lead user training and enablement sessions.
  • Develop and nurture strong customer relationships to understand their business goals and “clear the path” for them to maximize success with Ascend.
  • Codify internal and external best practices, guides, and FAQs based on interactions with customers.
  • Travel to meet our customers where they are (up to 30% of the time/1-2 trips per month).

You might be a good fit if you are/have

  • 2+ years of work experience in SaaS, fintech, or financial services in some customer-facing capacity
  • Excited by the ambiguity and pace of an early stage startup.
  • Collaborative mindset and ability to work cross-functionally with diverse teams and individuals.
  • Proven ability to execute complex, long-term projects, excellent written and verbal communications skills, strong critical thinking skills, and a desire to learn.
  • High horsepower operator adept at frequent context switching, managing multiple projects at once with expansive ownership, and ruthlessly prioritizing.
  • Ability to quickly grasp new concepts and understand complex systems such as APIs, insurance/payments, and business processes and can effectively apply them to real-world scenarios.
  • Located in-person in our San Francisco, CA office.

Bonus

  • A background in payments or lending
  • Experience creating robust internal documentation
  • Experience working in our toolsets, which include PowerPoint, Excel, Slack, Notion, Linear, Salesforce, Retool, and BI/analytics platforms

Benefits

  • Competitive base salary and meaningful equity in a fast-growing company
  • 100% health premiums covered for you and your dependents
  • 401k with employer matching options
  • Unlimited PTO
  • Monthly company-paid commuter benefit options, and fitness stipends
  • Parental and family leave
  • Lunch provided when in office
  • Company outings and off-sites

We encourage you to connect with us, even if you think you may not have the exact experience for this opportunity. We know that imposter syndrome is real – and that being outside of your comfort zone often prevents us from meeting candidates we would love to connect with and learn from as we grow.