Customer Success Ambassador

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The isolved Customer Success Ambassador is a role in customer success that strives to build trusted advisor relationships with our customers to help them build self-sufficiency in achieving more value in utilizing our isolved HCM solution. The Ambassador is responsible for all aspects of direct client account success, including training, on-boarding, adoption, and retention through digitally led engagement. The CSM/CSA is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executives, and other cross-functional teams. Additionally, during M&A activity, the Ambassador is responsible for customer profiling and communication that facilitates the customer's successful transition to isolved HCM and isolved service environment. The ideal candidate will have a solid background in HRIS solutions and understands the typical HR processes and customer needs, experience in using or implementing SaaS or in-house systems.

Core Job Duties

• Touch Point Management
  • Create emails based on the customer's life cycle to drive value and usage of the isolvedHCM platform
  • Leverage pre-recorded webinars, video tutorials to drive adoption of the platform
  • Provide regular (monthly or quarterly) newsletters to the customer to keep them informed
  • Working cross functionally with Marketing and Sales to product and deploy email campaigns to drive expansion of the isolved HCM platform.
• Adoption
  • Assist customers through defined implementation and onboarding processes
  • Consult during the onboarding process regarding best practices and ensure clients receive value from isolved HCM during the first 90 days
  • Assist Project Managers in shepherding customers through professional services engagements ensuring their active participation and timely completion of all projects
  • Continue to manage the Customer lifecycle touchpoints, as outlined in the program
• Retention
  • Identify possible issues inside of your account base through CTAs, and assist accordingly
  • Identify trends and other opportunities to work with Customer Marketing for outreach to provide "value" to your customers
  • Address customer experience issues through CTAs to prevent churn
  • Assist Account Managers in working through renewal conversations as needed
  • Work with Support to understand your customer's issue, and assist as an escalation point of contact
• Expansion
  • Coordinate with Account Management to ensure the growth and expansion of your accounts
  • Identify growth opportunities within your accounts and forward leads to account executive counterpart
  • Work with the billing team to assist with the remediation of past due balances
• M&A
  • Ability to identify and record key customer information that will assist in the transition to the isolved HCM platform
  • Create customer communications to assist in the transition from their current service bureau to the isolved HCM customer support environment
  • Be the bridge for the customers as acquired employees learn the isolved way to better assist the customers.

Minimum Qualifications

• Familiarity with HCM software features and current competitive landscape or Sales
• Highly self-motivated and team-oriented
• Proficient with the tools of the trade (laptop, e-mail, Office apps, smartphone, CRM, etc)
• Ability to work in a fast-paced dynamic environment during tremendous growth
• Highly organized and efficient with exceptional follow-through
• Orientation toward analytics and process improvement opportunities
• Comfort in ambiguity and an ability to frequently switch gears with ease
• Ability to follow structured process and information entry
• Ability to manage risk across the client portfolio and in individual customer situations
• Desire to communicate with clients
• Superior communication skills. Internal and external written/oral communication are critical in this role
• Bachelor's Degree or equivalent - preferably in a technical discipline
• Customer relationship management experience in the HCM space preferred

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.

EEO Statement

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.

Disability Accommodation

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.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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