Position SummaryThe
Customer Success Manager (CSM) will be responsible for building long-term relationships with our enterprise customers, improving their customer experience, driving new revenue opportunities and ultimately ensuring success on the PrismHR platform. 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 guidance, 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 PEO/ASO 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.
Essential Duties and Responsibilities- Act as primary point of customer contact, driving strategic engagement, and fielding customer escalations as needed
- Advocate for customers with internal partners to drive customer centric solutions
- Advocate customer needs/issues cross-departmentally, and coordinate customer-specific activities with PrismHR's Sales, Support, Professional Services, and Product Delivery teams
- Develop and maintain a strong relationships across the organization to understand the customer's business, including their goals, strategy, and challenges
- Define key metrics and goals for success with customers; monitor and review progress or revise as needed
- Anticipate customers needs, proactively reach out to discuss opportunities that may help customers achieve goals
- Prepare and run regular customer meetings, including tactical routine success meetings, focused meetings, 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 project / resource plan for each assigned customer
- Identify opportunities for follow on sales and/or training
- Build a strong working knowledge of enterprise software products that make up the PrismHR ecosystem in order to consult with clients on solutions to business issues
- Drive customer adoption of products and, over time, establish yourself as a trusted advisor through training and by establishing best practices
- Communicate annual renewal with every assigned customer ensuring revenue retention
- Monitors and maintains accurate "customer health" data and metrics
- Provide timely documentation and reporting to senior management on assigned customer activity
Measurements of success- Customer business growth and account revenue growth - drivers include, added worksite employee count, new PrismHR modules, marketplace referrals, channel sales engagements, and Professional Services engagements
- Improved customer satisfaction
- Increased referenceable customers
- Achievement of goals defined in conjunction with customers
Knowledge, Skills, and Abilities- Presence to lead executive level meetings
- Self-motivated and the ability to drive results cross-functionally
- Strong business acumen and problem solving skills
- Strong Sense of urgency
- Strong written and verbal communication skills
- Display a high level of professionalism
Education & Experience- Bachelor's degree or an equivalent combination of training and experience
- Strong knowledge of HRIS systems relating to payroll, benefits, and human resources (experience with PrismHR or other PEO or ASO software preferred, but not required)
- 5-10 years customer care experience with a focus on relationship building at the senior executive level
This position is eligible for the following benefits:- Health Insurance: Medical, dental, and vision coverage
- Retirement Plan: 401(k) with company match
- Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
- Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.
