Summary/objectiveThe Senior Strategic Customer Success Manager is a key strategic advisor supporting customers' experience on their isolved journey. They advise and facilitate as bridge with other functional areas within isolved and the customer to help optimize the customer experience and maximum value attainment. The Senior Customer Success Manager exercises independent judgment and is responsible for handling a complex portfolio of our largest revenue and key customers by supporting them through regular meaningful interactions, including executive business reviews, proactively anticipating customer needs, and eliminating roadblocks. The Senior Strategic Customer Success Manager is measured on the retention of their customer base and the influence they have in driving advocacy and product/ service expansion. The SCSM is also considered a subject matter expert on the team that helps directors & leads with team objectives and projects, such as but not inclusive of: Executive Sponsorship Programs, Strategic Account Plan creation and maintenance, business review creation and maintenance, and other Customer Success projects. It is expected that this role operates independently with little oversight and takes on the largest and most complex clients.
Core Job Duties- Builds and strengthens client relationships, especially with C- level leadership, by developing success plans and executing on those plans in a timely and organized manner to lead the customer toward value attainment communicated through Executive Business Reviews (EBRs).
- Accountable for the overall customer wellbeing by supervising and improving customer health, driving customer adoption, uncovering references & product/service referrals, and acting as an escalation point for customer issues impacting the overall relationship.
- Manages client expectations and desired outcomes using strong leadership, project management, presentation skills and HR and business acumen.
- Leverages the isolved HCM organization to ensure we build trust, client loyalty and product adoption.
- Manages the client experience across business units to ensure a seamless, unified experience with all support, sales, and delivery teams.
- Proactively help the client meet their business objectives by becoming a true partner who can help educate and guide the client through business transformation and HCM marketplace changes inclusive of expansion of their product and service offering.
- Champions customer advocacy including participation in the customer community, case studies, references, and testimonials to promote best practice knowledge sharing.
- Documents standard customer meetings, required communication, and review/documentation of your defined accounts to identify opportunities and mediate potential risk promptly.
- Maintains the highest level of integrity, negotiates successful outcomes in challenging situations that pertain to product features and functionality, renewals, pricing, service level expectations, and general support needs.
- Engages customers to verify that they are trained and effectively using the product consistently and provide recommendations to fill knowledge gaps to promote self-sufficiency.
- Serves as a key influence and role model for the entire customer success team.
- Provides expertise and leadership on Customer Success projects.
- Other projects as assigned
Job ComplexityBroad expertise or unique knowledge; contributes to development of company objectives and principles and achieves goals in creative and effective ways. Sought out for functional knowledge and guidance. Anticipates issues and makes considered decisions to avoid them. Barriers to entry such as technical committee review exist at this level.
InteractionWorks on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups.
SupervisionActs independently to determine method and procedures on new or special assignments. May supervise the activities of other.
Experience- Bachelor's degree in business administration or human resources required and 6+ years in a strategic customer facing HCM (consulting/account management) role or equivalent combination of education and experience.
- Prior HR, Payroll, or Customer Success Manager experience required
- Experience presenting and negotiating with executives is required
- HCM knowledge including but not limited to expertise in HR or Payroll functional areas and knowledge of key trends
- Desired: S/PHR, SHRM-CP/SCP, CPP, FPC, CEBS
Minimum Qualifications- Ability to analyze data with particular attention to detail, prioritize effectively, and execute with a high degree of quality in a fast-paced and changing environment
- Leverages project management techniques to coordinate across various internal teams to ensure success for your clients
- Ability to learn our technology quickly and continue to keep your knowledge up to date
- Excellent written, oral, and presentation communication skills
- Ability to thrive in dynamic customer-facing interactions and harness your problem-resolution skills to handle difficult customer conversations
- Ability to confidently negotiate renewals and speak to company billing and pricing
- Strong computer literacy, which includes expertise with Microsoft Office Suite (Outlook, Excel & Powerpoint) as well as experience with payroll and HCM software
- Proven ability to collaborate and build strong relationships with customers especially at the leadership level and engage across corporate functions (i.e. Sales, Implementation, Marketing, Customer Support, Product, etc.)
- Bias for action and sound instincts on resolving issues effectively. Be inquisitive and like researching to solve problems and identify solutions
Travel RequiredYes, up to 25% domestic travel may be required.
Work AuthorizationEmployee must be legally authorized to work in the United States.
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