Customer Success Manager

March 18

🚗 Michigan – Remote

Although this job is listed in Michigan, this company may be open to hiring remote in other states.

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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WorkForce Software

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WorkForce Software is a leading provider of enterprise-grade workforce management solutions, serving industries such as manufacturing, healthcare, retail, public sector, and more. The company offers comprehensive software for time and attendance, scheduling, absence management, task management, labor forecasting, and data capture, enhancing employee experience and operational efficiency. Their solutions integrate seamlessly with major HCM suite vendors, supporting global compliance and optimized scheduling. WorkForce Software is recognized for its robust capabilities that allow organizations to comply with unique pay and work rules, automate workflows, and improve employee engagement and financial visibility.

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

• Support WorkForce Customers in the growing LATAM region. • Proactively drive engagement with assigned customers throughout life cycle from onboarding to renewal, establishing key metrics to drive accountability as well as a culture of continuous growth and success. • Advocate on behalf of the customer representation within all delivery activities (Services, Partners, Support, Product) 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 Channel Managers and Support Team. • Own and drive customer communication, including escalations, working with all delivery teams to ensure effective resolution of issues, and proactive continuous improvement across all functions. • Oversees customer reporting and End to End Account information Management and metrics such as SLAs, RCAs, contract alignment, product usage, key stakeholder information. • Analyzes customer issues and trends to proactively engage the customer to address problems before they escalate. • Prioritize customer incidents and follow-up on customer escalations to validate support performance and overall customer satisfaction. • Provide feedback to product team and management concerning response to Product and Services.

🎯 Requirements

• Must be fluent in English, Spanish and Portuguese. • Minimum of 5 years prior experience working in account management or customer success. • Knowledgeable of and understands 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. • Excellent customer relationship management and business acumen required. • 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.

🏖️ Benefits

• Medical • Dental • Vision • Life Insurance • Matched Retirement Savings • Wellness Program • Short and Long Term Disability • Charitable Contribution Match • Holidays • Personal Days & Vacation • Paid Volunteer Time Off • and more.