Customer Success Manager

Job Description:
Reporting into the Manager, Customer Success, 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.
This is an exciting opportunity for an individual who is passionate about creating exceptional customer experiences, who has broad expertise in customer relationship management, and consulting. The ideal candidate will have account management experience, understand what it takes to deploy enterprise software, be well-versed in cross team coordination, have relationship mapping expertise, experience building lasting relationships with customers, and be a strategic and innovative thinker.
This role will own and manage the on-going strategic relationship and further development of our customers across the following key areas:

• Customer Management
• Program Success
• Relationship Management
• Opportunity Development

MAIN DUTIES & 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 success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations
• Working closely with Insight and Strategic Customer Directors to identify new opportunities within your customer base
• 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

REQUIRED SKILLS AND EXPERIENCE:

• 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
• High energy and positive "can do' attitude
• Flexibility for occasional travel (between 10-15% when there are no safety precautions/restrictions in place)

QUALIFICATIONS:

• Minimum 5+ years of customer service experience with a demonstrated ability to manage complex programs for Fortune 500 customers
• Proficient in SalesForce.com, Microsoft Project, and Microsoft Office

The Company:
Workhuman® is pioneering the human workplace through award-winning Social Recognition® and Continuous Performance Management solutions. Workhuman inspires more than six million humans across 180 countries to perform the best work of their lives. For the past 21 years, human resources and business leaders alike have used Workhuman Cloud® to gain the proactive insights necessary to transform and lead a more connected, human-centered workplace that accelerates engagement and productivity. To learn more about Workhuman's mission to make work more human for every person on the planet and how you can ensure great work is celebrated and amplified in your workplace, visit www.workhuman.com.
Did you know

• We have more than 6M employees worldwide, on the Workhuman Cloud
• Named The #1 Great Places to Work (GPTW) in Ireland in 2019, and was also named as one of the Best Workplaces for Women. 2020 marks the eighth consecutive year on the list; in 2020, moved to "large company" category and placed #4. Named Great Places to Work in Europe in 2020.
• Named a Boston Globe Top Place to Work in 2020 (mid-size company); 7th year featured on the list; Named a Great Place to Work Certified organization for the past 5 years
• In 2021: Best Workplaces in Tech in Ireland, Best Workplaces in Europe

At Workhuman, 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.
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.