Customer Success Representative

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 Representative is tasked with the goal of contacting our customers on a regular basis, checking in with them and then setting up meetings with CSM and/or DAM personal as needed or necessary. For example, a customer having challenges that effect their satisfaction with isolved should be connected with a CSM who can work to resolve these fast, whereas a customer looking for help with recruiting employees should be connected with their DAM who can talk to them about how we help with our talent acquisition products and services.

Core Job Duties

• Regular and ongoing outreach to existing customers, working to a pre-scheduled contact cadence principally via phone, but also email in order to gauge current account status.
• Working with customers to collect current information about their account and updating isolved's CRM system with updated information including key contacts, products and services used (including competitors) as part of every conversation.
• Quickly ascertain whether a customer should be referred to either a CSM or DAM by identifying needs and challenges.
• Scheduling meetings between customers and their CSM/DAM – with an appropriate handover.

Minimum Qualifications

• The desire to communicate with customers every day.
• Excellent phone, writing, and importantly listening skills.
• Ability to persuade using compelling engagement and tenacity.
• Highly organized and efficient with exceptional follow-through.
• Orientation toward process improvement opportunities.
• Ability to follow structured process and information entry.
• Ability to manage risk across the portfolio and in individual customer situations.
• Self-starter with a desire to learn, grow and excel in the role.
• Knowledge of business processes and organizational structures.
• Interest in our industry, our prospective customers and technology.
• A team player who wants to succeed individually but also win as one.
• Ability to work hard, run fast, roll with change, and have fun doing it.
• You don't like taking no for an answer.

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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