Senior Customer Success Manager

| Greater Boston Area
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The Opportunity:

Our Senior Customer Success Managers are responsible for ensuring our customers receive an outstanding customer experience. Our Senior Customer Success Managers work directly with production customers to enhance their overall user experience with Workhuman® . They are committed to working with customers throughout the customer’s lifecycle and ensuring each customer receives maximum value from our solution.  We work with our customers to build relationships, learn about their businesses, and drive value based on our customers defined goals and objectives.

The role’s primary responsibility is to ensure that each customer has achieved sustainable value from the Workhuman® solution. Accompanying this goal is customer satisfaction, multi-level relationship management, maximizing program and feature adoption, alignment with best practices and the delivery of the customer’s program goals and objectives.

This is an exciting opportunity for an experienced leader who has broad expertise in customer relationship management, and consulting. The ideal candidate will have large account management experience understand what it takes to deploy enterprise software, be well-versed in cross team coordination, have relationship mapping expertise, experience building lasting relationships with customers and be a strategic thinker.

 

Reporting to: Director of Customer Success

Location: Framingham, MA

 

What You Will Be Doing:

  • Professionally manage customer relationships to ensure consistently high satisfaction levels.
  • Continuously deliver outstanding service and problem resolution to ensure our organization is adhering to the high service levels expected by our customers.
  • Ensuring every customer within your portfolio renews their contract with Workhuman®
  • Positioning and selling Customer Success service offerings to customers
  • Handling overall responsibility for managing the customer relationship
  • Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products
  • Assist in the development of success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations
  • Working closely with Insight and Strategic Customer Directors to identify new opportunities within your customer base
  • Monitoring and facilitating the customer’s adoption of our solution features and functionality providing Workhuman® with an understanding of the customers overall business needs as they relate to our products
  • Ensuring all your customers are positioned as references for the Workhuman® prospective customer base
  • Prioritizing and driving resolution on escalated customer issues
  • Demonstrating strategic value to the customer by understanding the customer’s ambition for recognition and effectively guiding and directing each customer to embrace best practice in order to deliver their ambition
  • Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Ensure that we maintain strategic partnerships across these areas of the customer company in order to maximize our “deep roots” within each customer account.
  • Drive incremental revenue within existing customer accounts
  • Effectively manage the on-going customer management after deployment of the recognition solution
  • Lead on-site customer meeting to review all aspects of customer success, often including presentations to a large group of project stakeholders
  • Communicate directly with the customer project team and resources to identify, document, assign and deliver customer specific program requirements
  • Ensure proactive and responsive approach to all aspects of customer success
  • Efficiently manage the customer and internal company resources to meet all established milestones, ensuring targeted completion dates are achieved using internal project management tools
  • Serve in a highly visible, customer-facing role which requires excellent oral and written communication skills.
  • Directly liaise with the customer Program Manager to resolve any open issues/actions which arise during the normal course of business.
  • Efficiently work with the Salesperson on each account benchmarking progress on a quarterly basis, gathering program measurements, tracking, and analyzing the data to ensure achievement of the business goals agreed.
  • Regular reporting on customer specific activities.
  • Maintain a detailed knowledge of Workhuman®'s products and services

 

The Skills You Will Bring:

  • Exceptional oral and written communication skills required to document and communicate with internal and external resources
  • Ability to work directly with field sales, technical, marketing and operations personnel.
  • Ability to achieve results by effectively communicating with other groups and collating action plans for customers
  • Strong organizational skills with attention to detail required to ensure accuracy and effective execution
  • Demonstrated Project management skills in managing solutions for Fortune 500 customers
  • Ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment
  • Ability to work independently as a self-starter
  • Excellent follow-up skills with great attention to detail
  • Ability and comfort in chairing on-site live meetings and virtual Webinars, to large groups of people either customer facing or internal in nature
  • High energy and positive “can do’ attitude
  • Ability to travel approximately 30% of the time
  • College Degree or equivalent work experience
  • Minimum 10+ years of business experience with a demonstrated ability to manage complex programs for Fortune 500 customers
  • Proficient in SalesForce.com, Microsoft Project, and Microsoft Office

 

Who We Are:

Culture creators. Visionaries. Innovators. Game changers and changemakers. A Unicorn or two … That’s who we are at Workhuman®. We love what we do because we’re shaping the future of work – and the world – through our people and global technology. We’re building cultures of gratitude and human connections for leading global brands – and that starts with our own. Here you can be yourself, learn and grow with some of the best people you’ll ever meet. Be inspired to do your best work, celebrate life’s most meaningful moments and truly experience the benefits of an award-winning workplace and caring culture rooted in respect and gratitude. This is the place where you can make a positive difference to colleagues, customers and the world every day. You might just be the next human we’re looking for – because all the things that make you human and unique are the very reasons you belong here!

 

The Company:

Workhuman® is the world’s fastest-growing integrated Social Recognition® and continuous performance management platform. Our human applications are shaping the future of work by helping organizations connect culture to shared purpose. With a consistent stream of gratitude fueling unparalleled, provocative workplace data and human insights, Workhuman® Cloud is a critical software engine for global companies seeking to motivate and empower their people to do the best work of their lives. Workhuman® (formerly known as Globoforce) was founded in 1999 and is co-headquartered in Framingham, Mass., and Dublin, Ireland.

  • Workhuman® is used by millions of employees across 160 countries.
  • Our core values are; Respect, Determination, Innovation and Imagination.
  • We are #2 Great Place to Work in Ireland for the 2018 medium-sized workplace category and have been named one of the 2018 Top Places to Work in Massachusetts by the Boston Globe.
  • Check out our state-of-the-art offices in Framingham, MA and Dublin, Ireland. 

 

Perks & Benefits for our Happy Healthy Humans:

  • Comprehensive Health Plans 
  • Fully paid parental leave (12-week maternity/4-week paternity) effective day 1
  • Peer-to-peer recognition program 
  • 401(k)
  • Tuition Reimbursement 
  • Commuter bus from downtown Boston
  • On-site fitness center
  • Wellness rewards and reimbursements
  • Fully stocked kitchen (cold brew on tap - snacks and coffee machines as far as the eye can see…) 
  • Regular celebrations for employees, families and special guests
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Location

We're located on Crossing Boulevard, right off of Rt. 9 in Framingham. Our office is easily accessible from Rt. 9, Rt. 495, and Rt. 90.

An Insider's view of Workhuman

What’s the vibe like in the office?

Since day one, Workhuman has never felt like “going to work.” It’s a place where you can genuinely be yourself, and there is no shortage of helping hands or energy in the office. The creativity and collaboration found within these walls is unparalleled. There is no idea too big or too small to bring to the table- no matter who is sitting at it.

Alyssa

Ecommerce Specialist, Merchandise

How do you collaborate with other teams in the company?

Collaboration is a core part of our team’s daily life; we work closely with everyone from Product Management and Engineering to Customer Success and Sales. With the teams split between Framingham and Dublin, we’re regularly using new tools with different teams to improve our ability to brainstorm and communicate user flows.

Adam

Director, Product Strategy

How has your career grown since starting at the company?

I started my business development role here with just 6 months of software sales experience. My manager knew my aspirations of becoming a Sales Exec. and helped me achieve this goal in less than 2 years. At Workhuman, not only are you given the technology to be successful, but you have amazing resources around you to grow professionally.

Bobby

Corporate Sales Executive

What's the biggest problem your team is solving?

Workhuman is not only in the business of changing the future of work for other companies, we are already thriving in that state ourselves. It’s so exciting to join a group of brilliantly passionate employees who are genuine, kind, and grateful to each other and working together on our mission to bring others into this human movement.

Erica

People Analytics Consultant

What are Workhuman Perks + Benefits

Culture
Volunteer in Local Community
Employees are encouraged to plan and participate in philanthropic activities through the Workhuman Gives program.
Partners with Nonprofits
Previous partnerships have included Catie's Closet, Girls Inc., Tech Gives Back, and the Department of Child and Family Services.
Friends Outside of Work
Eat Lunch Together
Open Office Floor Plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Short term and long term disability benefits are available
Dental Benefits
Vision Benefits
Health Insurance Benefits
Health insurance is provided by Blue Cross Blue Shield of MA and includes prescription drug coverage. Workhuman also provides deductible reimbursements via our health reimbursement arrangement.
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Eligibility rules apply.
Performance Bonus
Quarterly performance bonuses as well as ongoing employee recognition bonuses are available.
Child Care & Parental Leave Benefits
Child Care Benefits
Dependant Day Care FSA Available
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Workhuman also provides 4 weeks of leave for the secondary caretaker, or for adoption/foster.
Flexible Work Schedule
Workhuman encourages employees to find the work-life blend that meets their needs.
Family Medical Leave
Company-Sponsored Family Events
Workhuman hosts seasonal events where employees can invite their family members and children to attend.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Our game room includes Foosball, Shuffle Board, Video Games.
Stocked Kitchen
Parking
We offer employees Free on-site garage parking.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Time Allotted for Learning
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