Senior Director - Client Success

Paycor Inc   •  

Cincinnati, OH

Industry: Technology


8 - 10 years

Posted 236 days ago

This job is no longer available.

The Senior Director, Client Success is responsible for creating and executing a plan relative to the strategic vision for the  Client Success organization.  This leadership role will focus on high product adoption, client satisfaction and improved retention.   Core responsibilities include developing and implementing processes that positively influence key client business metrics, uncovering at risk client situations and acting quickly to avoid loss, aligning with cross-functional leaders to drive company-wide culture of client success and coaching a team of direct reports to maximize individual and team performance. This role requires building effective services, programs and systems that leverage both people and automation to support a wide variety of client sizes and industries.    ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved
  • Establish consistency in the execution of effective service practices; deliver against key client metrics
  • Build outstanding relationships with other Client Service leaders partnering to continually review and enhance operational performance and strategy
  • Align with cross-functional stakeholders in Product, Marketing and Sales serving as the CSM Business Partner
  • Perform essential leadership responsibilities -- meet regularly with each team member to monitor and discuss performance and personal development; drive accountability for key metrics, address performance issues swiftly, identify training and development needs and create plans to implement them; continually identify staffing needs and participate in hiring processes
  • Design, implement, and track key metrics within Paycor’s CSM technology solution to analyze performance and identify trends and improvement opportunities; institute a regular communication cadence to inform relevant business partners and stakeholder groups of data and discoveries
  • Serve as the escalation point, which may involve visiting clients on location 
  • Participate in new service or compliance roll outs to ensure CSM and client readiness
  • Manage expenses within the established budget
  • Other duties as assigned 

REQUIREMENTS    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. 

  • At least 7-10 years of business experience in a dynamic, changing environment
  • Minimum of 3 years of Sales and Client relationship experience tied to client retention and growth; SaaS environment preferred
  • 4-year business degree; MBA preferred
  • Proven track record in leading teams through planning and development of strategic processes and efficiencies
  • Demonstrated ability to work in a fast paced, deadline driven environment
  • Expertise in improving and managing services processes and methodologies
  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
  • Demonstrated excellence in analytical thinking, problem solving, communication, delegation, planning & organization and judgment
  • Proven track record of reduction in churn and implementing processes to increase customer engagement with systems and automation.