Customer Success Manager

ID
2022-1074
Job Locations
US-NJ-Florham Park
Category
Customer Support/Operations
Position Type
Full-Time

Overview

The Customer Success Manager is the primary strategic partner and liaison to clients within an assigned book of accounts. The Customer Success Manager will develop, nurture, and sustain positive and productive long-term relationships to optimize client’s return on investment in HR Acuity products/services and to promote renewals, retention and client satisfaction. Through scheduled and proactive outreach, the Customer Success Manager partners with clients to fully understand their business strategies, expectations and needs. The Customer Success Manager then aligns with all departments at HR Acuity to ensure that HR Acuity products and services deliver a client experience that is second to none. The Customer Success Manager is responsible for assisting in the growth of the collective team by finding ways to share knowledge and educate the group. In addition, the Customer Success Manager is responsible for assisting management and peers with client escalations and higher-level strategy. The Customer Success Manager will ultimately be measured on their ability to retain and grow clients through proactive experiences, risk mitigation and effective internal communication.  

 

About Us

HR Acuity®, the only technology platform specifically built for employee relations and investigations management, is focused on providing a top tier experience for our user community. Our Software as a Service (SaaS) technology solution helps achieve consistency in how organizations track, investigate and analyze employee issues.

 

Why work here? Simply put, we have a nimble culture, innovative environment, freedom to think and implement, explosive growth, and work with Fortune 500 clients

The Opportunity

  • Ensures successful renewal and retention of clients within assigned book of business 
  • Earns and maintains position as a trusted advisor to client base through the development of exceptional relationships with key decision makers and internal stakeholders within assigned book of clients 
  • Conducts Business Reviews to develop a deep understanding of the client’s needs, desired outcomes, and pain points with thoughtful, smart and creative dialogue 
  • Monitors adoption, engagement, and health of HR Acuity platform relevant to each client 
  • Creates success plans for clients and is accountable to attainment of desired outcomes 
  • Serves as a primary point of escalation for issues identified by the client 
  • Tracks technical escalation issues to HR Acuity’s support team or other HR Acuity resources and monitors process to ensure timely, accurate and positive resolutions 
  • Proactively engages with client to identify at-risk situations and growth opportunities 
  • Manages business escalation and issues as they relate ongoing client retention 
  • Analyzes white space and compares to client needs to identify potential growth opportunities to HR Acuity products/services when appropriate in order to grow incremental revenue 
  • Surfaces client advocates to Marketing team for development of testimonials and 
  • Attends and may participate in HR Acuity Marketing events. Represents the company with professionalism and a high degree of integrity 
  • Maintains accurate and current records of client interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken 
  • Responsible for assisting their peers and mentoring new HR Acuity hires 
  • Ability to assist with clients escalations 
  • Is an early adopter of new practice and process within the organization 
  • Ability to have an open line of communication to HR Acuity leadership to surface team information 
  • Ability to communicate with various leaders in the business to effect positive change 
  • Consistently ensures that business is conducted with integrity at all times and that behavior aligns with HR Acuity’s core values 
  • Must be able to travel, to support clients approximately 15-20% of their time

 

Additional Job Responsibilities: 

  • Uses CRM to track and record sales activity to ensure that metrics can be accurately measured and forecasted 
  • Coordinates efforts with marketing, sales, accounting, legal, and technical service groups 
  • Demonstrates a sense of urgency and takes initiative 
  • Maintains flexibility and reacts to change appropriately 
  • Receives and acts on feedback and lessons learned for continual professional improvement and development 
  • Takes measures to enhance body of knowledge and skill set through training 
  • Other duties as assigned

Qualifications

  • A minimum of 2 years of account management or customer success management experience desirable, preferably in the HR services or Software-as-a-Service space or equivalent HR talent platform 
  • Exceptional time and project management skills. Ability to manage workload while understanding return on time investment 
  • Passionate about problem solving, relationship building and creating customer loyalty by delivering a customer experience second to none 
  • Exceptional written and verbal communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively, adjusting to differing audiences within a customer engagement 
  • Basic sales acumen and drive to participate in a sales environment with quota responsibilities 
  • Computer literate; proficiency with Microsoft Office (PowerPoint, Excel, Outlook), experience with Customer Relationship Management software preferred. Must be able to quickly grasp new technology 
  • Ability to clearly present material and effectively overcome objections 
  • High degree of comfort managing multiple, competing priorities in ambiguous environments 
  • Able to communicate with and influence multiples layers of organizations, including Senior Leadership. Through a constant presence, becomes aware of changes in a customer’s organization and adjusts approach accordingly 
  • Ability to work effectively within a fast paced, changing environment that is going through high levels of change
  • Effective time management skills 
  • A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities, recommend actions and follow through to effective resolution 
  • Strong results orientation with a proven track record of flawless execution and strong attention to detail 
  • Demonstrated customer service orientation. Creates and sustains ongoing forums that encourage two-way communication opportunities 
  • Basic understanding of fundamentals of human resources and employee relations process 
  • Ability to work both independently and within a team environment 

We are headquartered in Florham Park, NJ. This role is remote W/F/H candidates. Ability to come to the office for company/department collaboration to meet business needs.

Perks and Benefits

• Comprehensive medical, dental and vision to keep you healthy.
• Flexible Spending Accounts (Health and Dependent Care)
. Heath Savings Account
• Paid Parental Leave
• Company Paid Short- and Long-Term Disability
• Company Paid Life and AD&D Insurance
• Company Paid Employee Assistance Program (EAP)
• 401K with Company Match
• Employee Stock Program
• Employee Referral Bonuses
• Competitive salary and meaningful opportunity for growth.
• Remote work environment *
• Flexible Paid Time Off to recharge!
• Paid Holidays (including your birthday!)
• “Summer Fridays” from Memorial Day through Labor Day*
• “First Fridays”, which provide a half-day off on the first Friday of each month *
• Fun, energetic teams to work with those that value suggestions and new ideas

* Based upon business need

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