Senior Customer Success Manager

4 days ago

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E-Solutions

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Web & Application Development • ITIS / ITSM • IT Staffing • Accounting and Finance staffing • Global Payroll

1001 - 5000

Description

• Managing a portfolio of customers and conducting proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution • In partnership with your aligned sales account executive, building a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected value realization, developing a value-driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals • Building a consultative relationship with each customer and working across business and functional units to gain customer insight and build effective partnerships • Serving as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross-functional collaboration across Visier • Converts ideas into actionable plans to further increase our stickiness within a customers' organization • Providing industry insights, guidance, best practices, and recommendations to drive the customer's identified strategic outcomes with their purchased Visier solutions • Meeting assigned customer satisfaction and strategic initiative targets in collaboration with Customer Excellence leadership • Pass initial certification exams, quarterly releases, maintains expert level knowledge of Visier product offerings, configuration options, and has the ability to demonstrate to customers • Be willing to take on additional responsibilities as needed

Requirements

• Strong experience as a Sr. Customer Success Manager / Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing • Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly • Have a partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences • Actively builds network of relationships and uses network connections to help get things done • Entrepreneurial thinking by understanding how the customer fits into the broader marketplace • Proactively identifying or anticipating a need for customers prior to them asking • Working knowledge of the sales and renewal cycles • Has the ability to manage implementation programs for customers newly onboarding and can manage a value-driven backlog through the customer journey using a shared resource model • Understands the relationship between customer team, management and stakeholders • Have domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics. • Communicate in a polished, professional, and authentic way, with the ability to understand your stakeholders and have the ability to adapt communication styles to foster desired outcomes • Maintain a calm and focused approach to customers that are overly frustrated • Highly detail-oriented and able to manage multiple initiatives and competing priorities simultaneously • Organized and methodical with excellent follow-up to meet customer expectations and deadlines • Enjoy working in a fast-paced, dynamic, and growing organization, adapting to changes in roles and responsibilities • Able to travel up to 15% as required