About the Role:Reporting into the Customer Success & Delivery Leadership Team, the Onboarding Customer Success Manager is responsible for onboarding and implementing Brightmine products across the portfolio for both new and existing customers. This role ensures customers have a positive onboarding experience by delivering efficient, timely implementations tailored to customer needs.
You will work closely with New Business, Customer Growth, and other Customer Success & Delivery team members to support customers during the early stages of their subscription. By developing a strong understanding of each customer's requirements, you will help ensure successful product adoption and a smooth transition to ongoing account management.
Responsibilities- Support customers by delivering seamless onboarding and executing a customer engagement strategy that drives account success and retention for the US reward product.
- Deliver online and occasional in-person training sessions to enhance user understanding and product adoption, with a focus on utilization of data and understanding market data available.
- Help customers to determine which positions and functions may be similar in an organization. Assist in the support of customer provided role information (including job descriptions and specifications/competencies) and match this to the Brightmine data job matching taxonomy
- Provide regular updates to the Customer Success & Delivery and Data Operations Leadership Teams on account status, plans, and next steps.
- Use data-driven outreach programs to increase engagement and ensure timely, targeted touchpoints.
- Problem solve and troubleshoot for customers in a repeatable manner while supporting helpdesk inquiries and ensuring proper user access.
- Maintain accurate records of all customer engagement activities.
- Provide key insights on customer trends to support process and product development.
- Develop and maintain clear account plans aligned with customer needs and goals.
Requirements:- Proven experience delivering world-class customer service including, delivering training to customers or internal teams.
- People-oriented with excellent listening and interpersonal skills.
- Commercial acumen and strong time management.
- Ability to build and maintain strong relationships with internal and external stakeholders.
- Highly motivated and proactive team player, able to operate autonomously and in an agile fashion
Technical & Analytical Qualifications:
- Ability to explain complex ideas clearly and simply to a non-technical audience
- Experience of working with semi complex datasets or payroll data - knowledge of and involvement in job evaluation or job levelling processes is a plus
- Intermediate or advanced Excel skills
- Experience in Compensation and Benefits a plus
Primary Location Base Pay Range: New York, NY $71,000 - $118,300.
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