5-10 years of customer care experience focused on senior executive relationship building
Bachelor's degree or equivalent training and experience
Strong knowledge of HRIS systems, preferably PrismHR or similar PEO/ASO software
Excellent written and verbal communication skills
Demonstrated business acumen and problem-solving abilities
Ability to lead executive-level meetings
Self-motivated with a strong sense of urgency
Responsibilities
Act as the primary point of contact for customers, driving strategic engagement
Advocate for customer needs with internal teams to create customer-centric solutions
Coordinate customer-specific activities across Sales, Support, Professional Services, and Product Delivery teams
Develop and maintain strong relationships to understand customer goals and challenges
Define and monitor key metrics for customer success, adjusting as necessary
Proactively reach out to customers to discuss opportunities for achieving their goals
Prepare and conduct regular customer meetings, including tactical and strategic reviews
Benefits
Opportunity to build long-term relationships with enterprise customers
Engagement in a dynamic role that combines project management and strategic advising
Access to training and development opportunities
Involvement in driving product adoption and customer success
Potential for career growth within a customer-centric organization
Full Job Description
Position Summary
The Manager of Customer Success 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. This position 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 Manager of Customer Success 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 engagement
Improved customer satisfaction
Increased referenceable customers
Achievement of goals defined in conjunction with customers
Marginal Functions
Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
Attend webinars and training to stay up to date on best practices related to the company and department.
Complete projects and other duties as assigned by supervisor.
Knowledge, Skills, and Abilities
Display a high level of professionalism
Strong business acumen and problem-solving skills
Strong Sense of urgency
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)
Strong written and verbal communication skills
Presence to lead executive level meetings
Self-motivated and the ability to drive results cross-functionally
Education & Experience
5-10 years customer care experience with a focus on relationship building at the senior executive level
Bachelor's degree or an equivalent combination of training and experience
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
Frequently required to sit; occasionally required to stand and walk.
Specific vision abilities required include close vision, color vision, and ability to adjust focus.
Frequently required to talk and hear.
Moderate concentration/intensity, which includes prolonged mental effort.
Average memory, taking into consideration the amount and type of information.
Noise level in the work environment is usually moderate.
