Workhuman
Customer Success Manager at Workhuman in Framingham, MA
Workhuman, Framingham, Massachusetts, us, 01704
Customer Success Manager at Workhuman in Framingham, MA
Reporting into the Director of 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.
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.
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.
Understand the organizational structure of the customer company, identifying areas that present a deep strategic partnership opportunity.
Drive incremental revenue within existing customer accounts.
Effectively manage the on-going customer management after deployment of the recognition solution.
Lead on-site customer meetings to review all aspects of customer success.
Communicate directly with the customer project team 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.
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.
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.
Ability to work directly with field sales, technical, marketing and operations personnel.
Strong organizational skills with attention to detail.
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.
High energy and positive 'can do' attitude.
Flexibility for occasional travel (between 10-15%).
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.
Salary Range:$80K -- $100K
Minimum Qualification: Account Management
#J-18808-Ljbffr
Reporting into the Director of 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.
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.
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.
Understand the organizational structure of the customer company, identifying areas that present a deep strategic partnership opportunity.
Drive incremental revenue within existing customer accounts.
Effectively manage the on-going customer management after deployment of the recognition solution.
Lead on-site customer meetings to review all aspects of customer success.
Communicate directly with the customer project team 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.
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.
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.
Ability to work directly with field sales, technical, marketing and operations personnel.
Strong organizational skills with attention to detail.
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.
High energy and positive 'can do' attitude.
Flexibility for occasional travel (between 10-15%).
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.
Salary Range:$80K -- $100K
Minimum Qualification: Account Management
#J-18808-Ljbffr