Customer Success Manager - GA - Onsite

PrismHR•Duluth, GA

17d•Onsite

About The Position

The Manager of Customer Success builds long-term relationships with enterprise customers, improves their customer experience, identifies revenue opportunities, and helps customers succeed on the PrismHR platform. The role serves as the primary customer contact from the time of sale throughout the customer lifecycle, including implementation and renewals. It provides guidance, shares information, identifies training opportunities, drives product adoption, and gathers feedback on products and services. The position also oversees revenue retention and growth for the PEO/ASO business, and may have associated quotas. This is a highly organized, responsive role combining project management, technical and strategic advising, relationship building, and account management. Success includes customer and account revenue growth, improved customer satisfaction, more referenceable customers, and achievement of goals established with customers.

Requirements

5–10 years of customer care experience focused on relationship building at the senior executive level.
Bachelor’s degree or an equivalent combination of training and experience.
Strong business acumen and problem-solving skills.
Strong sense of urgency.
Strong knowledge of HRIS systems relating to payroll, benefits, and human resources.
Strong written and verbal communication skills.
Ability to lead executive-level meetings.
Self-motivated, with the ability to drive results cross-functionally.
High level of professionalism.

Nice To Haves

Experience with PrismHR or other PEO or ASO software.

Responsibilities

Serve as the primary customer contact, lead strategic engagement, and handle customer escalations as needed.
Advocate for customer needs with internal partners and coordinate customer-specific work across Sales, Support, Professional Services, and Product Delivery.
Build relationships across the organization and understand each customer’s business, goals, strategy, and challenges.
Define success metrics and goals with customers, monitor progress, and revise plans as needed.
Anticipate customer needs and proactively discuss opportunities to help customers achieve their goals.
Prepare and lead routine success meetings, focused meetings, and strategic business reviews.
Develop and implement proactive customer communication plans, including communications about outages and critical failures.
Coordinate demonstrations of products and services that fit customer needs.
Develop a project and resource plan for each assigned customer.
Identify opportunities for follow-on sales and training.
Build working knowledge of PrismHR enterprise software products and consult with customers on business solutions.
Drive product adoption, provide training, and establish best practices to become a trusted advisor.
Communicate annual renewals to assigned customers and support revenue retention.
Monitor and maintain accurate customer health data and metrics.
Provide timely documentation and reporting to senior management on assigned customer activity.
Attend webinars and training to stay current on company and departmental best practices.
Complete projects and other duties assigned by the supervisor.
Build and maintain effective relationships with team members and colleagues across disciplines to coordinate communications and services affecting clients.