Customer Success Manager

4 days ago

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WorkForce Software

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workforce management software • workforce management • time and attendance • time and attendance software • employee scheduling

501 - 1000 employees

🏢 Enterprise

☁️ SaaS

⚡ Productivity

💰 Private Equity Round on 2019-06

Description

• Proactively drive engagement with assigned customer throughout life cycle from onboarding to renewal. • Advocate on behalf of the customer within all delivery activities and ensure alignment of objectives to WFS Strategy. • Leverage predictive analysis to drive customer engagement before escalations occur. • Identify new opportunities for growth & expansion in collaboration with Sales and Support Team. • Own and drive customer communication, including escalations, working with all delivery teams to ensure effective resolution of issues. • Oversee customer reporting and End to End Account information Management and metrics such as SLAs, RCAs, contract alignment, product usage. • Analyze customer issues and trends to proactively engage the customer to address problems before they escalate. • Provide feedback to product team and management concerning response to products and services.

Requirements

• Minimum of 3 years prior experience working in Customer Success or Account Management. • Excellent customer relationship management and business acumen required. • HR and workforce management experience is not required but highly valued. • Experience communicating to all levels within an organization, C-level to frontline employees. • Knowledgeable of and understand common implementation principles and client lifecycle. • Excellent communication skills both written and verbal, with the ability to present complex issues to multi-level audiences throughout the company including customer executives. • Able to thrive in a demanding, fast moving, and customer focused environment. • Ability to balance both analytic and creative problem solving. • Familiarity with Salesforce or similar CRM tool preferred. • Sales and lead generation skills are not required but highly valued. • Experience with managing and growing cross-functional relationships. • Program or Project Management experience highly valued. • Ability to travel up to 25% with potential for international travel.