Customer Success Manager

Job Description:
Role Summary
Our Customer Success Managers are responsible for ensuring our customers receive an outstanding customer experience. Our Customer Success Managers work cross-functionally inside and outside Customer Success to enhance their overall user experience with Workhuman. They are committed to working with customers throughout the customer's lifecycle and ensuring each customer receives maximum value from our solution as well as an exceptional customer experience full of moments of surprise and delight. We work with our customers to build relationships, learn about their businesses, and drive value based on our customers' defined business objectives and culture needs.
The role's primary responsibility is to ensure that each customer has achieved sustainable value from the Workhuman solution. Accompanying this goal is customer satisfaction, multi-level relationship management, maximizing program and feature adoption, alignment with best practices and the delivery of the customer's program goals and objectives.
Key Responsibilities

• Professionally manage customer relationships to ensure consistently high satisfaction levels.
• Continuously deliver outstanding service and problem resolution to ensure our organization is adhering to the high service levels expected by our customers.
• Ensuring every customer within your portfolio renews their contract with Workhuman
• Positioning and selling Customer Success service offerings to customers
• Handling overall responsibility for managing the customer relationship
• Establishing a trusted advisor relationship that works to ensure customer's overall satisfaction with our products
• Assist in the development of client success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations
• Identify new opportunities within your customer base, create and implement a plan to bring opportunities to fruition
• Monitoring and facilitating the customer's adoption of our solution features and functionality providing Workhuman with an understanding of the customers overall business needs as they relate to our products
• Ensuring all your customers are positioned as references for the Workhuman prospective customer base
• Prioritizing and driving resolution on escalated customer issues
• Demonstrating strategic value to the customer by understanding the customer's ambition for recognition and effectively guiding and directing each customer to embrace best practice in order to deliver their ambition
• Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Ensure that we maintain strategic partnerships across these areas of the customer company in order to maximize our "deep roots" within each customer account.
• Drive incremental revenue within existing customer accounts
• Effectively manage the on-going customer management after deployment of the recognition solution
• Lead on-site customer meeting to review all aspects of customer success, often including presentations to a large group of project stakeholders
• Communicate directly with the customer project team and resources to identify, document, assign and deliver customer specific program requirements
• Ensure proactive and responsive approach to all aspects of customer success
• Efficiently manage the customer and internal company resources to meet all established milestones, ensuring targeted completion dates are achieved using internal project management tools
• Serve in a highly visible, customer-facing role which requires excellent oral and written communication skills.
• Directly liaise with the customer Program Manager to resolve any open issues/actions which arise during the normal course of business.
• Efficiently work with the Salesperson on each account benchmarking progress on a quarterly basis, gathering program measurements, tracking, and analyzing the data to ensure achievement of the business goals agreed.
• Regular reporting on customer specific activities.
• Maintain a detailed knowledge of Workhuman's products and services

Knowledge/Experience (Technical or professional information needed to perform role)

• Exceptional oral and written communication skills required to document and communicate with internal and external resources
• Ability to work directly with field sales, technical, marketing and operations personnel.
• Ability to achieve results by effectively communicating with other groups and collating action plans for customers
• Strong organizational skills with attention to detail required to ensure accuracy and effective execution
• Demonstrated Project management skills in managing solutions for Fortune 500 customers
• Ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment
• Ability to work independently as a self-starter
• Excellent follow-up skills with great attention to detail
• Ability and comfort in chairing on-site live meetings and virtual Webinars, to large groups of people either customer facing or internal in nature
• Ability to effectively communicate specific customer scenarios and use cases to other internal members of the Workhuman teams
• General understanding of Human Resources industry
• Prior experience working with SaaS based or enterprise software organizations
• Executive level presence in representing the customer and Workhuman in meeting settings

Skills/Competencies
(What are the key skills and behaviours the role holder should display to be successful in this role)

• Ability to diagnose, articulate and work through complex customer scenarios
• Strong communication skills with external and internal stakeholders
• Proactive thinker who can help set clear strategy goals with the customer
• Strong presentation skills to a larger audience
• Data driven, with the ability to find stories behind customer program activity
• High energy and positive "can do' attitude
• Ability to travel approximately 30% of the time (once it is practical and approved to do so for customer onsite meetings)

Qualifications

• College Degree or equivalent work experience
• Minimum 3+ years of Customer Success, Account Management or Relationship management experience with a demonstrated ability to manage complex programs for Fortune 500 customers
• Proficient in SalesForce.com, Jira and Microsoft Office

The Company:
At Workhuman® our mission is to bring more humanity to the workplace. We recognise and embrace individuals' differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don't think you "check every single box" above, please still consider applying. We're looking for a human who is collaborative, and innovative with a growth mindset. We love what we do because we're shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world's leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.
Did you know we have an award-winning culture across EMEA and North America:

• We were named as #5 Best Workplace in the Great Place to Work Awards in Ireland in 2022 in the large sized workplace category. We were also recognised as a Best Workplace for Women and a Best Workplace in Technology in 2020, 2021 and 2022.
• In 2021 we were named as #2 Best Workplace in Europe in the medium sized workplace category.
• We were also recognised as #2 Best Large Places to Work in Boston by Built In for 2023 as well as a Best Place to Work in Boston, U.S. Best Large Places to Work and U.S. Best Places to Work.
• There are currently over 7.5 million users on the Workhuman® cloud across 180 countries.
• Our core values are Respect, Determination, Innovation and Imagination.

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.