Customer Success Manager - GA - Onsite

Vensure Employer Solutions•Duluth, GA

8d•Onsite

About The Position

The Manager of Customer Success builds long-term relationships with enterprise customers, improves their customer experience, drives new revenue opportunities, and ensures their success 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, 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. The role calls for an organized, responsive professional who can act as a project manager, technical and strategic advisor, relationship builder, and account manager while focusing on customer experience. Success is measured by customer business and account revenue growth, improved customer satisfaction, increased referenceable customers, and achievement of goals established with customers. The work environment is described as having a usually moderate noise level. The role frequently involves sitting, talking, hearing, and prolonged mental effort; standing and walking are occasionally required.

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, with the ability 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 customer contact, drive strategic engagement, and handle customer 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 and understand each customer's business, goals, strategy, and challenges.
Define customer success metrics and goals, monitor progress, and revise plans as needed.
Anticipate customer needs and proactively discuss opportunities that can help customers achieve their goals.
Prepare and lead routine success meetings, focused meetings, and strategic business reviews.
Develop and implement proactive guidance and communication plans, including for outages and critical failures.
Coordinate demonstrations of products and services suited to customer needs.
Develop project and resource plans for assigned customers.
Identify opportunities for follow-on sales and training.
Build working knowledge of PrismHR enterprise software products to advise clients on business solutions.
Drive product adoption and become a trusted advisor through training and establishing best practices.
Communicate annual renewals to assigned customers to support revenue retention.
Monitor and maintain accurate customer health data and metrics.
Provide timely documentation and reporting to senior management on assigned customer activity.
Build and promote effective working relationships with team members and colleagues across disciplines.
Attend webinars and training to stay current on relevant best practices.
Complete projects and other duties assigned by the supervisor.