Strategic Customer Success Manager

August 23

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G-P

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Compliance • Human Resources • International Business • Global Business Expansion • International Legal Expertise

1001 - 5000

Description

• Manage all post-sales activity for G-P’s customers through strong onboarding, progressive adoption activities, operational day to day support, relationship-building, product knowledge, planning and execution. • Develop a trusted relationship with key customer contacts by delivering consistently responsive and best in class customer service; being customer-focused and consistently honoring commitments. • Fully accountable for customer retention by conducting regular check-in calls for tactical items and performing strategic business reviews, with the ultimate focus on minimizing churn. • A key measure of success will be your ability to maintain the highest levels of CSAT and NPS for your assigned Customers. • Continually monitor and update customer health records • Develop deeply intimate knowledge of our customers’ business, roadmap, strategies, initiatives, goals through strategic business reviews. • Educates decision makers of assigned accounts on G-P’s value proposition aligned to customer's business objectives and articulates how G-P solutions can help them achieve their business outcomes. • Proactively seek out and be fully accountable for revenue growth of your customers through expansion, cross-sell, and up-sell opportunities through both inbound and outbound approaches; continuously expanding key customer contacts to unlock potential of how G-P’s products can support across the customers’ business. • Establishes the competitive advantage by developing value-proposition presentations and specialized business plans for customers that drive business outcomes align the right solution for customer needs to generate expansion opportunities. • Responsible for the "win-back" strategy for strategically selected former customers after they leave G-P. Outreach includes continuing to understand the Customer's business goals, identifying opportunities for re-sale and selling G-P's evolving services. • Function as the “voice of the customer” and influence the decision making of internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers. • Proactively identify customers who would have good references and work with Marketing to create case studies. • Support customers in projects to enable a seamless implementation of G-P’s products, onboardings and offboarding. • Drive cross-functional projects that impact the evolution of our customer experience, leveraging your extensive experience and best practices to drive projects to completion.

Requirements

• 5+ years’ experience in Customer Success, Account Management, or related field, preferably with a focus on enterprise-level or global accounts. • 2-5 years of experience specifically managing strategic or key accounts, with a track record of driving customer satisfaction, retention, and growth in a complex, global environment • Experience with project management, account business planning and prioritization across multiple accounts at any given time. Experience with Salesforce, CSM/CRM tools • Self-motivated with the ability to own and drive initiatives to completion; capable of taking full ownership over their work when required. • Assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible; ability to think strategically and execute tactically. • Best-in-class interpersonal & communication skills, with the ability to quickly build rapport and establish trust and understanding of customers, professionals, global partners, and cross-functional teams at G-P; natural ability to leverage relationships to drive growth. • Driven by passion for customers, be it making them successful in all dealings with G-P or retaining their business if possible. • Preferred experience in SaaS or HCM, and knowledge of EOR/global expansion industry

Benefits

• Generous paid parental leave • Flexible time off • Flexible spending accounts • Medical Insurance • Dental insurance • Vision insurance • Sabbatical after 5 years of service • More benefits available