Operations Account Manager

About Ethos

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

About the role

We're looking for an Operations Account Manager to engage and help manage backoffice operations for our strategic distribution partners. You will be the operational face of Ethos to our external distribution partners working closely with our sales, product, marketing and operations teams to own the end to end customer success and drive the business forward.

This is a great role for someone who is passionate about blending operational expertise with B2B customer facing account management. We are looking for someone who is driven, communicative, detail and process-oriented, and always willing to go the extra mile to ensure our customers find success with Ethos' technology.

Duties and Responsibilities:

• Own full lifecycle account management for SMB through enterprise B2B partners. Sit between our internal operations teams and the external operations teams of partners we work with to translate requirements and ensure success.
• Lead operational onboarding with partner's operational teams. Clearly communicate, train and support partners through the account creation stage consisting of back-office details from payment terms to licensing to bulk account creation.
• Partner with our strategic account managers to grow the business of each partner. They will own the relationship with partner sales teams while you will own the relationship with partner operations teams. Together you will be the face of Ethos and ensure customer success and growth on Ethos.
• Problem solve operational challenges. Translate the unique operational challenges of each new partner into a strategy for customer success. Be the voice of these partner's operational needs internally, working with product and technology teams to help scope and prioritize new solutions.
• Be an expert in Ethos own back-office operations. You will work extremely closely with this team and must be able to clearly explain their processes, SLAs, exception routing to external partners to avoid confusion and resolve outlier cases.
• Help define our account management strategy, cadences and processes to scale. This is a new team and you will play a major part in shaping its direction for the future.

Qualifications and Skills:

• Excellent internal and external communication skills. Able to translate messy internal process into clear external expectations.
• Experience in external facing enterprise account management / onboarding / customer success roles. Preferred experience from either insurance or tech industries, but not necessary.
• Process oriented with strong attention to detail. Experience building back-end processes, tracking, systems to support account management at scale.
• Desire to please customers and do whatever-it-takes approach to ensuring success. No job is too big or too small.
• Ability to work through ambiguity and in a hyper-growth sales environment.
• Consistent track record of meeting and exceeding goals.
• Strong interpersonal skills, with the ability to identify and provide comprehensive solutions for varying partner needs.
• Self-starter attitude with a bias for impact and