HCM Customer Success Manager - FL - AZ

About the position

As an HCM Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers. You will be responsible for building strong, long-term relationships with our clients, helping them to maximize the value of our HCM solutions, and ensuring they achieve their desired outcomes. You will act as a trusted advisor, guiding customers through their journey with our products and services. The CSM will serve as the primary point of contact for these customers from the time of sale through the full customer lifecycle (implementation, renewals, etc.). The CSM will share information, provide support, identify training opportunities, drive product adoption, and gather feedback on our product and service offerings. Additionally, the position will oversee the revenue retention and growth for the HCM business and subsequent quotas may apply. This role requires a highly organized, dynamic, and responsive individual who can wear the hats of a project manager, a technical and strategic advisor, a relationship builder, and an account manager, and who cares deeply about delivering a fantastic customer experience.

Responsibilities

• Act as primary point of customer contact.
• Develop and maintain strong relationships with key stakeholders within customer organizations to ensure their success and satisfaction with our HCM solutions.
• Drive day to day engagement and field customer escalations as needed.
• Assist customers in the onboarding and implementation process, providing guidance and support to ensure a smooth transition and successful adoption of our solutions.
• Prepare and run regular customer meetings, including tactical check-ins and strategic business reviews.
• Develop and implement a plan to provide proactive guidance/communication, i.e. outages, critical failures, etc.
• Coordinate demonstrations of products & services that fit customer needs.
• Develop a deep understanding of our HCM products and services to effectively address customer inquiries and provide strategic recommendations.
• Create and execute customer success plans tailored to the unique needs and goals of each customer, ensuring they achieve their desired outcomes.
• Monitor customer usage and engagement, proactively identifying opportunities for improvement and addressing potential issues before they escalate.
• Update clients on training sessions and workshops to educate customers on best practices, new features, and enhancements to our HCM solutions.
• Act as the voice of the customer, providing valuable feedback to internal teams to drive product improvements and enhancements.
• Track and report on key performance indicators (KPIs) related to customer success, such as customer satisfaction, retention, and product usage.
• Work closely with cross-functional teams, including sales, product development, and support, to ensure a seamless customer experience.

Requirements

• Bachelor's degree or an equivalent combination of training and experience.
• 5-10 years of experience in customer success, account management, or a related role, preferably in the HCM or SaaS industry.
• Strong understanding of HCM solutions and best practices.
• Excellent communication and interpersonal skills.
• Proven ability to build and maintain strong customer relationships.
• Strong problem-solving and analytical skills.
• Strong sense of urgency.
• Presence to lead executive level meetings.
• Self-motivated and the ability to drive results cross-functionally.
• Ability to work independently and as part of a team.
• Proficiency in CRM software and other customer success tools.
• Ability to travel as needed.