Senior Customer Success Manager
Kronos Incorporated
London , United Kingdom , United Kingdom
3d ago

Description

HRSD by UKG is looking for a Senior Customer Success Manager, based out of our London office. The CSM will be part of the Customer Services team filled with dedicated, passionate people who take pride in going to extra mile to provide outstanding service to our diverse customer base.

The role includes 2 missions :

  • Proactive management of client relationships post-implementation, ensuring they are getting the most out of their HRSD platform, as well as serving as a liaison and customer advocate.
  • Anticipate growth by setting-up everything that is needed for HRSD UK office to ensure a high level of customer satisfaction, and a reliable follow-up of customer health on a large scale
  • Responsibilities :

  • Proactively manage a portfolio of Enterprise customers once the implementation phase is completed
  • Develop and build strong relationships with key customer stakeholders and executive sponsors : steering committees, regular visits, reports, events
  • Understand customers’ needs and priorities in order to optimize the use of their platform
  • Identify new opportunities : up-sell, cross-sell, additional training
  • Effectively communicate application features and product information for new releases and facilitate their adoption
  • Be the voice of the customer and provide internal feedback on how HRSD can better serve our customers
  • Collaborate closely with various cross-functional teams (Product - Management, R&D, Marketing and Sales) to drive better results
  • Resolve billing and Support inquiries in a timely and productive manner
  • Coordinate post go-live customer projects
  • Conduct Net Promoter System (NPS) analysis of feedback
  • Build tools / processes to anticipate customer health follow-up on a large scale
  • Anticipate contracts renewal discussions to allow 100% retention
  • Participate in building the Customer Success and Customer Care teams
  • Qualifications

    Desired skills and experience :

  • Well-organized and excellent time management abilities
  • Proven ability to collaborate and build strong relationships with customers especially at the Executive level
  • Exceptional oral and written communication skills and attention to detail
  • Bachelor’s Degree
  • Ability to travel (frequent client visits, primarily in UK, Ireland and Nordics countries)
  • Fluent in spoken and written English
  • 7 years of experience in Account Management / Customer - Success management, including 3-5 years in HR industry (SaaS HR provider or HR Services provider)
  • Passion for digital and new technology
  • Having managed or been lead of a Customer Success Manager team is a plus
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