Customer Success Manager

Description:

The work you'll be a part of here will have a positive impact on people and their work/life possibilities around the world. Our industry-leading SaaS-based Global Employment Platform™ enables our customers to expand and grow into 180+ countries, creating more opportunities for global success – without requiring entity or subsidiary setup. Beyond the power of our platform, we never forget that behind every hire is a human being. And that brings us to you.

Beyond a competitive compensation and benefits package, what we offer to all employees is the clear and simple promise of Opportunity Made Possible. Come expand your skills in new ways and experience the thrill of impacting the way the world works, today and in the future.

What you can expect to do:

Customer Engagement

Manage all post-sales activity for G-P's customers through strong onboarding, progressive adoption activities, operational day to day support, relationship-building, product knowledge, planning and execution
Develop a trusted relationship with key customer contacts by delivering consistently responsive and best in class customer service; being customer-focused and consistently honoring commitments
Fully accountable for customer retention by conducting occasional check-in calls across a wide range of customers for tactical items and perform strategic business reviews, with the ultimate focus on minimizing churn
A key measure of success will be your ability to maintain the highest levels of CSat and NPS for your assigned Customers
Continually monitor and update customer health records
Sales Excellence

Develop high-level knowledge of our customers' business, roadmap, strategies, initiatives, goals through strategic business reviews
Educates decision makers of assigned accounts on G-P's value proposition aligned to customer's business objectives and articulates how G-P solutions can help them achieve their business outcomes
Proactively seek out and be fully accountable for revenue growth of your Customers through expansion, cross-sell, and up-sell opportunities through both inbound and outbound approaches; seek opportunities to expand key customer contact network to unlock potential of how G-P's products can support across the customers' business.
Establishes the competitive advantage by developing value-proposition presentations and specialized business plans for customers that drive business outcomes align the right solution for customer needs to generate expansion opportunities.
Responsible for outreach to Customers who have left within the previous 12 months by keeping them aware of changes to G-Ps offerings and services.
Customer Advocacy

Function as the "voice of the customer" and provide feedback to internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers.
Help identify customers who would be good references and work with Marketing to create case studies
Product & Industry Expertise

Proactively builds and maintains a strong knowledge of G-P's product landscape, solutions, and business priorities
Strong GPP knowledge, and can share best practices and train customers to drive product adoption.
Gain understanding of competitive landscape to demonstrate differentiation to customers
Project Management

Support customers in projects to enable a seamless implementation of G-P's products, onboardings and offboardings
Participate in cross-functional projects that impact the evolution of our customer experience, leveraging your experience and best practices to drive projects to completion.

What we are looking for:

2+ years of experience in Customer Success, Account Management, Business Development, or another customer-facing role
Experience of developing strong relationships with a high volume of customers
Exceptional prioritization skills when managing multiple accounts
Comfortable with technology
Influencing skills
Self-motivated with the ability to own and drive initiatives to completion; able to take a strong degree of ownership over their work
Assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible; ability to think strategically and execute tactically
Interpersonal skills, with the ability to quickly build rapport and establish trust and understanding of customers, professionals, global partners, and cross-functional teams at G-P; ability to leverage relationships to drive growth
Outstanding communication and presentation skills; able to influence and effectively communicate with all levels; good listener and empathetic
Adopts a business perspective when assessing situations and making decisions, with the ability to understand how those decisions will impact the business internally and the customer objectives
Driven by passion for customers, be it making them successful in all dealings with G-P or retaining their business if at all possible
Preferred experience:
project management and/or business planning
SaaS or HCM experience
Knowledge of EOR/global expansion industry
Salesforce, CSM/CRM tools