Customer Success Manager
The Customer Success Manager (CSM) will be responsible for building long-term relationships with our enterprise customers, improving their customer experience, driving new revenue opportunities and ultimately ensuring success on the PrismHR platform. The CSM will serve as the primary point of contact for these customers from the time of sale through the full customer lifecycle (implementation, renewals, etc). The CSM will share information, provide support, identify training opportunities, drive product adoption, and gather feedback on our product and service offerings. Additionally, the position will oversee the revenue retention and growth for the PEO/ASO business and subsequent quotas may apply. This role requires a highly organized, dynamic, and responsive individual who can wear the hats of a project manager, a technical and strategic advisor, a relationship builder, and an account manager, and who cares deeply about delivering a fantastic customer experience.
SPECIFIC DUTIES and RESPONSIBILITIES:
Act as primary point of customer contact, driving day-to-day customer engagement, and fielding customer escalations as needed
Advocate for customers with internal partners to drive customer centric solutions
Advocate customer needs/issues cross-departmentally, and coordinate customer-specific activities with PrismHR’s Sales, Support, Professional Services, and Product Delivery teams
Develop and maintain a strong relationships across the organization to understand the customer’s business, including their goals, strategy, and challenges
Define key metrics and goals for success with customers; monitor and review progress or revise as needed
Anticipate customers needs, proactively reach out to discuss opportunities that may help customer achieve goals
Prepare and run regular customer meetings, including tactical check-ins and strategic business reviews
Develop and implement plan to provide proactive guidance/communication, i.e. outages, critical failures, etc.
Coordinate demonstrations of products & services that fit customer needs
Develop project / resource plan for each assigned customer
Identify opportunities for follow on sales and/or training
Build a strong working knowledge of enterprise software products that make up the PrismHR ecosystem in order to consult with clients on solutions to business issues
Drive customer adoption of products and, over time, establish yourself as a trusted advisor through training and by establishing best practices
Communicate and negotiate annual renewal with every assigned customer
Monitors and maintains accurate “customer health” data and metrics
Provide monthly reporting to senior management on assigned customer activity
MEASUREMENTS OF SUCCESS:
Customer business growth and account revenue growth - drivers include, added worksite employee count, new PrismHR modules, marketplace referrals, channel sales engagements, and Professional Services engagements
Improved customer satisfaction
Increased referenceable customers
Achievement of goals defined in conjunction with customers
SKILLS and EXPERIENCE:
5-10 years customer care experience with a focus on relationship building at the senior executive level
Display a high level of professionalism
Strong business acumen and problem solving skills
Strong Sense of urgency
Strong knowledge of HRIS systems relating to payroll, benefits, and human resources (experience with PrismHR or other PEO or ASO software preferred, but not required)
Strong written and verbal communication skills
Presence to lead executive level meetings
Self-motivated and the ability to drive results cross-functionally
Bachelor’s degree or an equivalent combination of training and experience
PrismHR is an EO/AA/VEV/Disabled Employer
Diversity Candidates are encouraged to apply