Strategic Customer Success Manager

Strategic Customer Success Manager

Summary/objective

The Customer Success Manager (CSM) is a key player supporting customers' experience on their isolved journey. They advise and facilitate as a bridge with other functional areas within isolved and the customer to help optimize the customer experience and maximum value attainment. The Customer Success Manager receives general guidance on work priority and is responsible for handling a portfolio of customers by supporting them through regular meaningful interactions and aims to proactively anticipate customer needs and eliminate roadblocks. The Customer Success Manager is measured on the retention of their customer base and encouraging advocacy and product/ service expansion.

Core Job Duties

• Works directly with customers to improve their overall user experience, working one-on-one with customers beyond the already established one-to-many communication channels
• Accountable for the overall customer well-being by supervising and improving customer health, driving customer adoption, identifying references & product/service referrals, and acting as an escalation point for customer issues impacting the overall relationship
• Documents standard customer meetings, required communication, and review/documentation of your defined accounts to identify opportunities and mediate potential risk promptly.
• 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
• Acts as a liaison between isolved and the customer with a focus on communicating key updates or events, the isolved roadmap, changes or enhancements, and spotlighting products or services etc.
• Leverages available product learning resources and subject matter experts to maintain a high degree of knowledge on the features and functionality of isolved to advise on areas of opportunity for adoption and expansion
• Manages customer communication related to renewals and price increases and engages in negotiations as needed
• Champions customer advocacy including participation in the customer community, case studies, references, testimonials, and best practice knowledge sharing
• Functions as the voice of the customer, and provides internal feedback on how isolved can better serve our customers
• Other projects as assigned

Job Complexity

Having wide-ranging experience using professional concepts and company objectives to resolve complex issues in creative and effective ways. Go to expert in one specific area of their role. Some barriers to entry exist at this level (e.g., dept/peer review). Level at which career may plateau.

Interaction

Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results. Networks with key contacts outside their area of expertise.

Supervision

Determines methods and procedures on new assignments and may coordinate

activities of other personnel (Team Lead).

Experience

Typically requires a minimum of 5 years of related experience with a bachelor's degree;

or 3years and a master's degree; 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

Physical Demands

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

Travel Required

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

Special project assignments may increase the travel requirement during the year.

Work Authorization

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

FLSA Classification

Exempt

Location

In office - hybrid

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.

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