Product & Customer Success Specialist
About PolicyAdvisor
PolicyAdvisor is an innovative insurtech company transforming the way Canadians purchase insurance through a modern digital platform. We are looking for a Product & Customer Success Specialist who can bridge the gap between customer needs, business objectives, and product development while delivering exceptional client experiences.
Role Overview
As a Product & Customer Success Specialist, you will play a dual role supporting both product development and customer engagement initiatives. You will work closely with customers, advisors, operations, and technology teams to gather insights, improve products, enhance customer experiences, and contribute to business growth. This role is ideal for someone who enjoys solving customer problems, analyzing business requirements, and collaborating with cross-functional teams to deliver innovative solutions.
Key Responsibilities
Product Development & Process Improvement
* Gather customer feedback and business requirements to identify product enhancement opportunities.
* Collaborate with technology, operations, and business teams to define product requirements and improve customer journeys.
* Assist in creating user stories, process flows, customer personas, and product requirement documents (PRDs).
* Support the development and execution of product roadmaps and feature launches.
* Conduct competitor research and market analysis to identify industry trends and opportunities.
* Monitor product performance metrics and recommend improvements to enhance customer satisfaction and business outcomes.
* Participate in testing new features and validating product functionality before launch.
* Act as a liaison between technical and business teams to ensure successful product delivery.
Customer Success & Client Engagement
* Engage with prospective and existing customers through phone, email, and digital channels.
* Understand customer needs, financial goals, and insurance requirements to provide appropriate guidance.
* Qualify leads and schedule appointments for licensed advisors.
* Educate customers on insurance products, coverage options, and benefits.
* Follow up on customer inquiries and support customers throughout their purchasing journey.
* Resolve customer concerns efficiently while ensuring a high level of satisfaction.
* Maintain accurate customer records and interactions within CRM systems.
* Identify recurring customer issues and communicate insights to product and operations teams.
Sales & Business Growth Support
* Generate and nurture leads through outbound calls, referrals, and marketing initiatives.
* Support advisors in achieving sales and conversion goals.
* Track customer interactions, sales activities, and performance metrics.
* Contribute ideas for improving lead generation, customer engagement, and conversion processes.
* Assist in developing customer communication strategies and educational content.
Qualifications
* Bachelor's degree in Finance, Business, Marketing, Insurance, or a related field.
* 2–5 years of experience in Insurance, Financial Services, Customer Success, Product Operations, Product Management, or Sales.
* Strong understanding of customer experience principles and business processes.
* Experience using CRM systems and digital collaboration tools.
* Excellent communication, interpersonal, and problem-solving skills.
* Strong analytical mindset with the ability to interpret data and identify trends.
* Ability to manage multiple priorities in a fast-paced environment.
* Experience with Agile methodologies, user stories, wireframes, or product documentation is an asset.
* LLQP license or insurance industry experience is considered an asset.
Key Competencies
* Customer-Centric Mindset
* Product Thinking
* Relationship Building
* Communication & Presentation Skills
* Analytical & Problem-Solving Skills
* Cross-Functional Collaboration
* Adaptability & Continuous Learning
* Attention to Detail
What You'll Gain
* Opportunity to work at the intersection of product innovation and customer success.
* Exposure to insurance technology, product development, and digital transformation.
* Career growth opportunities in Product Management, Customer Success, Operations, or Business Strategy.
* Collaborative and entrepreneurial work environment.
Pay: $50,000.00-$60,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
