About UsPrismHR is the leading payroll, benefits, and HR software for Human Resource Outsourcing (HRO) organizations, including Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs). Powering more than 80,000+ companies, 2.5 million worksite employees, and $85 billion in payroll processed annually, PrismHR is the most efficient, reliable, and scalable software solution to help PEOs and ASOs grow and prosper. The PrismHR platform is a complete, integrated HR solution supporting the full "hire-to-retire lifecycle of HR services. And PrismHR provides a wide range of additional resources that go beyond just technology and support: PrismHR SEEDS sales and marketing program, the annual PrismHR LIVE Conference, and numerous learning opportunities throughout the year are all designed specifically to help PrismHR customers grow their business.
Position Summary
The Manager of Customer Success 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. This position 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 Manager of Customer Success will share information, provide guidance, 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.
Essential Duties and Responsibilities
- Act as primary point of customer contact, driving strategic 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 customers achieve goals
- Prepare and run regular customer meetings, including tactical routine success meetings, focused meetings, and strategic business reviews
- Develop and implement a 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 annual renewal with every assigned customer ensuring revenue retention
- Monitors and maintains accurate customer health data and metrics
- Provide timely documentation and 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 engagement
- Improved customer satisfaction
- Increased referenceable customers
- Achievement of goals defined in conjunction with customers
Marginal Functions
- Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
- Attend webinars and training to stay up to date on best practices related to the company and department.
- Complete projects and other duties as assigned by supervisor.
Knowledge, Skills, and Abilities
- 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
Education & Experience
- 5-10 years customer care experience with a focus on relationship building at the senior executive level
- Bachelor s degree or an equivalent combination of training and experience
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
- Frequently required to sit; occasionally required to stand and walk.
- Specific vision abilities required include close vision, color vision, and ability to adjust focus.
- Frequently required to talk and hear.
- Moderate concentration/intensity, which includes prolonged mental effort.
- Average memory, taking into consideration the amount and type of information.
- Noise level in the work environment is usually moderate.