Sr. Customer Success Manager

Sr. Customer Success Manager

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
• Working knowledge of the sales and renewal cycles
• Domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics
• 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
• Ability to communicate in a polished, professional, and authentic way, with the ability to understand stakeholders and adapt communication styles to foster desired outcomes
• 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
• Willingness to travel up to 15% as required

Responsibilities

• 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

Preferred Qualifications

• Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly
• Partnership mentality, building exceptional relationships with customers and cross-functionally
• Actively builds a 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
• Maintains a calm and focused approach to customers that are overly frustrated