Job Description

Key Responsibilities

• Build trusted relationships with customers and help them get the most out of the product by becoming a deep subject matter expert across products. This includes but is not limited to; onboarding, recurrent training, and answering technical and content-based questions.
• Consult with customers to understand their organizations current state of workforce challenges and lead workshops to guide them to optimal state designs that align with business outcomes.
• Manage the overall project delivery life cycle, keeping project timelines, milestones, and budgets on track and stakeholders informed.
• Retain and renew existing accounts through promoting growth and driving product advocacy.
• Develop long term strategic account plans and identify expansion opportunities.
• Organize and run Quarterly Business Reviews centered on ROI and Success Metrics.
• Understand and can translate technical components of the project.
• Manage your customers support requests by triaging issues and ensuring timely resolution.
• Work collaboratively with cross functional teams to provide best-in-class customer experiences for new and existing customers.
• Assist in developing and maintaining materials to ensure customer utilization and success.
• Maintain expert level knowledge of product offerings.

Qualifications

• 3+ years of experience in (Enterprise) Customer Success, with no less than 1 year as a business consultant with implementation management experience. Previous experience in HR technology or recruiting is preferred.
• Excellent critical thinking skills with an ability to break down business problems and create solutions that align to customer goals.
• Exceptional communication, listening, and relationship building skills, driven by empathy and a desire to understand where customers are coming from.
• Experience with Customer Success methodologies, processes, and enablement best practices.
• Technical understanding of integrations and how APIs work.
• A proven track record of solving complex problems, driving customer satisfaction and enhancing the customer experience.
• Ability to to be agile and self-motivated with a positive attitude and professional demeanor.
• A passion for ensuring your customers are successful.