Job Description

Customer Success - Customer Success Manager

Summary/objective

The Strategic Customer Success Manager (SCSM) is a key strategic advisor supporting the experience of customers on their isolved journey. They advise and facilitate as bridge with other functional areas within isolved and the customer to help optimize the customer experience and maximum value attainment. The Strategic Customer Success Manager exercises significant independent judgement and is responsible for handling a portfolio of strategic level customers by supporting them through regular meaningful interactions, including executive business reviews, and proactively anticipating customer needs and eliminating roadblocks. The Strategic Customer Success Manager is measured on the retention of their customer base and influence they have in driving advocacy and product/ service expansion.

Core Job Duties

• Builds and strengthens client relationships, especially with leadership, by developing success plans and executing on those plans in a timely and organized manner to lead the customer toward value attainment communicated through Executive Business Reviews (EBRs).
• Accountable for the overall customer wellbeing by supervising and improving customer health, improving customer adoption, identifying references & product/service referrals, and acting as an escalation point for customer issues impacting the overall relationship.
• Manages client expectations and desired outcomes using strong leadership, project management, presentation skills and HR and business acumen.
• Leverages the isolved HCM organization to ensure we build trust, client loyalty and product adoption.
• Manages the client experience across business units to ensure a seamless, unified experience with all support, sales, and delivery teams.
• Proactively help the client meet their business objectives by becoming a true partner who can help educate and guide the client through business transformation and HCM marketplace changes inclusive of expansion of their product and service offering.
• Champions customer advocacy including participation in the customer community, case studies, references, and testimonials to promote best practice knowledge sharing.
• Documents standard customer meetings, required communication, and review/documentation of your defined accounts to identify opportunity and mediate potential risk in a timely manner.
• Maintains the highest level of integrity, negotiate successful outcomes in difficult or challenging situations that pertain to product features and functionality, renewals, pricing, service level expectations and general support needs.
• Engages customers to verify that they are trained and effectively using the product on a consistent basis and provide recommendations to fill knowledge gaps to promote self-sufficiency.
• Other projects as assigned

Job Complexity

• Broad expertise or unique knowledge; contributes to development of company objectives and principles and achieves goals in creative and effective ways. Sought out for functional knowledge and guidance. Anticipates issues and makes considered decisions to avoid them. Barriers to entry such as technical committee review exist at this level.

Interaction

• Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results. Creates formal networks involving coordination among groups.

Supervision

• Acts independently to determine methods and procedures on new or special assignments. May supervise the activities of others.

Experience

• Typically requires a minimum of 12 years of related experience with a Bachelor's degree; or 8 years and a Master's degree; or a PhD with 5 years experience; or equivalent experience.

Scope

• N/A

Discretion

• N/A

Minimum Qualifications

• Ability to analyze data with particular attention to detail, prioritize effectively, and execute with a high degree of quality in a fast paced and changing environment
• Leverages project management techniques to coordinate across various internal teams to ensure success for your clients
• Ability to learn our technology quickly and continue to keep your knowledge up to date
• Excellent written, oral, and presentation communication skills
• Ability to thrive in dynamic customer facing interactions and harness your problem resolution skills to handle difficult customer conversations
• Ability to confidently negotiate renewals and speak to company billing and pricing
• Strong computer literacy, which includes expertise with Microsoft Office Suite (Outlook, Excel & PowerPoint) as well as experience with payroll and HCM software
• Proven ability to collaborate and build strong relationships with customers especially at the leadership level and engage across corporate functions (i.e. Sales, Implementation, Marketing, Customer Support, Product, etc.)
• Bias for action and sound instincts on resolving issues effectively. Be inquisitive and like researching to solve problems and identify solutions

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Salaried, Exempt

Location

Any

Internal Job Title

Strategic Customer Success Manager

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.