Job Description

Customer Success - Customer Success Optimization Specialist

Summary/objective

The Customer Success Optimization Specialist (CSOS) is a key player supporting the experience of customers on their isolved journey. They are focused on a customer's ongoing success by working to support the Customer Success Optimization Team offering services that solve a wide range of challenges and issues, to increase net retention, improve customer satisfaction, and grow customer advocacy. Customer Success Optimization Specialists play an integral role in working with small business customers to triage issues to refer them to the Customer Success Optimization Consultants.

Core Job Duties

• Maintain strong industry and product knowledge
• Work with customers to drive retention through billing and concession discussions
• Works at direction of Directors Customer Success and Customer Success Optimization Consultants to triage issues and support optimization initiatives
• Provide customers with industry best practices
• Ability to assess customer opportunities as match for optimization
• Assist in tracking customer optimization projects
• Coordinate with Customer Success Managers during projects to ensure customer satisfaction
• Create and maintain strong relationships with internal stakeholders
• Analytical and problem-solving skills
• May participate in acquisition special projects to communicate details for isolved initiatives related to M&A
• Excellent communication, organization, and interpersonal skills
• Functions as the voice of the customer and provides objective internal feedback on how isolved can better serve our customers
• 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.

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

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

Internal Job Title

Customer Success Optimization Specialist

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.