Customer Success Manager - GA - Onsite

PrismHR•Duluth, GA

18d•Onsite

About The Position

The Manager of Customer Success builds long-term relationships with enterprise customers, improves their customer experience, drives revenue opportunities, and helps ensure their success on the PrismHR platform. This role serves as the primary customer contact from the time of sale through the customer lifecycle, including implementation and renewals. The Manager shares information and guidance, identifies training opportunities, drives product adoption, and gathers feedback on products and services. The role also oversees revenue retention and growth for the PEO/ASO business, and may have associated quotas. It calls for an organized, responsive individual who can act as a project manager, technical and strategic advisor, relationship builder, and account manager. PrismHR provides payroll, benefits, and HR software and related services to HRO organizations, including PEOs and ASOs. Its integrated platform supports the full hire-to-retire lifecycle, complemented by sales and marketing resources, conferences, and learning opportunities.

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 related to payroll, benefits, and human resources.
Strong written and verbal communication skills.
Ability to lead executive-level meetings.
Self-motivated and able to drive results cross-functionally.
High level of professionalism.

Nice To Haves

Experience with PrismHR or other PEO or ASO software is preferred, but not required.

Responsibilities

Act as the primary point of contact for customers, drive strategic engagement, and handle escalations as needed.
Advocate for customers with internal partners and coordinate customer-specific activities across Sales, Support, Professional Services, and Product Delivery.
Build relationships across the organization to understand customers’ businesses, goals, strategies, and challenges.
Define customer success metrics and goals, monitor progress, and revise plans as needed.
Anticipate customer needs and proactively discuss opportunities that may help customers meet their goals.
Prepare and lead regular customer meetings, including routine success meetings, focused meetings, and strategic business reviews.
Develop and implement plans for proactive customer guidance and communications, including those concerning outages and critical failures.
Coordinate demonstrations of products and services suited to 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 to advise customers on solutions to business issues.
Drive product adoption and establish trusted-advisor relationships through training and best practices.
Communicate annual renewals with each assigned customer 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.
Promote customer and account revenue growth through worksite employee growth, adoption of PrismHR modules, marketplace referrals, channel sales engagements, and Professional Services engagement.
Improve customer satisfaction, increase referenceable customers, and achieve goals set with customers.
Maintain effective working relationships and coordinate communications and services with colleagues across disciplines.
Attend webinars and training to stay current on company and departmental best practices.
Complete projects and other duties assigned by the supervisor.