Sr. Manager, Customer Success

Dayforce

3d

About The Position

As a Leader of the Dayforce Public Sector Customer Success Management team, this individual will lead a group of highly skilled people managers and/or highly experienced customer success managers by providing oversight, mentoring, coaching, and operational leadership to deliver against customer success business mandate. The Leader leads a team that supports Dayforce and demonstrates an exceptional customer success domain expertise to enable their teams to collaborate with Services, Sales, Support, Managed Operations and other key stakeholders ensuring connected customer experience, customer success and satisfaction.
The Leader is responsible for strategic and tactical management of the CS group, they ensure success of delivery of functional objectives, they approve work on complex initiatives, analyzing data and relationship is necessary. They participate in corporate development of methods and evaluation criteria for projects and people and make decisions that affect the financial performance of the company. They are responsible for managing team or group budgets. They will delegate, manage, be responsible for staffing decisions, budgeting and change management.

Requirements

• Bachelor’s degree in human resources, Social Sciences, Psychology, Business Management, Computer Science, or relevant related fields or equivalent professional experience
• 6+ years in a people leadership role, or 10+ years of customer success management experience
• 12+ years of success, support, consulting/implementation, account management or related professional experience
• 5+ years’ experience in HCM applications or related HR tech domain
• Proven track record in motivating and leading a team of professional customer facing staff to drive successful outcomes and accomplish key milestones timely and effectively
• Executive communication and relationship management
• Excellent organizational and communication skills
• Proven track record in building a highly engaged, respected, and high performing team
• Demonstrated ability to set strategy, communicate vision, mandates, and plans to both internal team and other stake holders at leadership level
• Ability to partner, negotiate, and collaborate with other key partners within Dayforce to drive business goals
• Thorough understanding of Software-as-a Service (SaaS) business model
• Skilled at relationship management, influencing and professional communication
• Multitasking, prioritization, follow through
• Demonstrated proficiency in MS Office, Salesforce CRM, one or more HCM products
• Data and analytical fluency
• Proficiency in English is required for this position as this role will regularly interact with English-speaking stakeholders, co-workers, managers and/or clients across the world. Further, our back office support teams, including but not limited to Human Resources, are primarily English speaking. Employees need to be able to communicate with these departments in English to appropriately administer their business relationship. Due to the significant high volume of interactions with these English-speaking co-workers, managers, stakeholders and/or clients, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

Nice To Haves

• People & Customer focused Leader, fosters team play
• Self-starter and able to work with minimal supervision
• Interpersonal intelligence, seeks to develop leadership capacity thru feedback and reflection
• Results driven with good balance of relationship and task orientation
• Systems thinker, purposeful and decisive
• Communicates with authenticity, courage and composure

Responsibilities

• Directs and controls all activities of the group through delegation to management or high-level professional roles. Control planning, staffing, budgeting, managing expense priorities and recommending and implementing changes
• Lead a customer success team, virtually in multiple time zones across North America to meet or exceed team performance metrics and annual business goals
• Provide coaching and mentoring to success leaders and senior CSMs, and promotes inclusive workplace practices to achieve high employee engagement levels
• Build and maintains the strategic partnership with cross-functional stakeholders as well as customers, often including senior and executive contacts within the customer organization, influence transformation and change at scale, work through relationship and information complexity to provide insights and solutions on future improvements
• Partner with Services, TAMs, Support, Managed Ops executives to evaluate broader regional/geo/industry challenges and act as strategic partner to help us achieve companywide goals
• People Management, Coaching, Mentoring & Developing a team of CSMs
• Act as point of escalation for the leaders, provides coaching for issue resolution, removes obstacles and provides advanced conflict resolution coaching and management where necessary
• Build relationship and nurture team play
• Lead with transparency, integrity and curiosity
• Advance team impact by guiding prioritization and strategy for accelerating business growth and transformation
• Shape direction and priorities to ensure focus is on CS engagements that elevate our Dayforce product and its adoption at a global scale
• Evolve and improve CS engagement catalogue to meet changing business needs
• Work with other customer success leaders to support their efforts to scale their impact in the region and globally
• Ensure that teams deliver ROI and capture success stories through customer success engagement
• Guide, monitor and approve renewal proposals, commercial contracts, and RFP inputs
• Assist the team in complex negotiations and contract renewals
• Prioritize and manage risk forecasting, tracking, reporting and supervise associated risk mitigation initiatives, such as health, adoption and customer advocacy in the region
• Design and implement strategies that enable the team to maintain a high level of customer retention rate based on strong customer satisfaction
• Design and implement strategies that drive advocacy and reference-ability across our Dayforce customer base, ensure that teams deliver ROI and capture success stories through customer success engagement
• Design and implement strategies that have the greatest impact on adoption, growth, value realization and advocacy
• Anticipate and proactively prepare for customer and business future needs and pro-actively form teams, and formulate solutions to ensure ongoing success of our business
• Evolve organizational impact by continuously introducing more rigor, consistency, and value to customers
• Build and review monthly and quarterly performance dashboard results, stay ahead of risk and opportunities for improvement, put in place actions to mitigate risk
• Plan and build out service capabilities, scalabilities, productivity, risk mitigation, and business continuity as per business needs
• Own budgets
• Lead special projects and initiatives that contribute to organizational and company goals
• Work collaboratively with other parts of the business towards shared ambition goals
• Foster caring connection with our peers in the business
• Communicate often, demonstrate approachability and community concern
• Develop self and others

Benefits

• Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
• Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
• With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level