Sr. Customer Success Manager

Job Description Summary
The Customer Success Manager works to ensure customers achieve their desired outcome, with OSV services. As a trusted advisor, Customer Success Managers lead customers through defined success criteria, ensuring customers receive maximum value from our services. Customer Success Managers focus on driving adoption, increasing value, and managing retention.
The Customer Success Manager partners with internal teams to drive a deeper understanding of the customer throughout the organization, leading to improved services and expansion opportunities.

Responsibilities:

• Handling overall responsibility for managing the customer relationship.

• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services.

• Acting as a liaison between the customer and varying OSV service delivery areas. The focus is ensuring services adoption and capturing feedback.  

• Developing success plans for customers that outline their critical success factors, metrics and measures for success, potential issues, and provide recommendations.

• Prioritizing and driving resolution on escalated customer challenges.

• Promoting opportunities for two-way communication.

• Monitoring and facilitating the customer’s adoption of OSV services and solutions, as well as adoption of the workday technology.  

• Leveraging customer relationships as needed for prospect references.

• Keeping customers informed of process and procedural changes.

• Demonstrate competency in the Workday product suite - Financials, HCM, and Payroll.

• Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction.

Required Skills / Experience:

• 2 -5 years in a customer facing services role (consulting or account management) that includes problem solving at both the business owner and executive levels.

• Proven ability to collaborate and build strong relationships with customers, especially at the executive level.

• Proven ability to engage across corporate functions (Services, Professional Services, Product Management).

• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.

• Bachelor’s degree required or equivalent experience.

• Excellent organization, time management, and communication skills.

• Service industry experience a plus.

• Up to 30% travel

• Passion for targeted customer focus.

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