The Customer Success Manager is a part of the PeopleDoc US Operations team based in NYC (Ultimate Software acquired PeopleDoc in July 2018 and will officially be under the same umbrella in January 2019). The CSM will be part of the Customer Care team filled with dedicated, passionate people who take pride in going to extra mile to provide outstanding service to our diverse customer base. Being a CSM means proactive management of client relationships post-implementation, ensuring they are getting the most out of their PeopleDoc platform, as well as serving as a liaison and customer advocate. At PeopleDoc, we are always trying to improve, so a big part of the CSM role is providing internal feedback to help the platform develop to best serve our clientele.
Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's "Best Places to Work in Technology" for 2018 and #3 on the "100 Best Companies to Work For" list in 2018. Ultimate is also ranked #1 on the Fortune's "100 Best Workplaces for Millennials" for 2018 and #3 on its "Best Workplaces for Diversity" list for 2017.
Proactively manage a portfolio of Enterprise customers once the implementation phase is completed
Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits, reports, events
Understand customers' needs and priorities to optimize the use of their platform
Identify new opportunities: up-sell, cross-sell, additional training
Effectively communicate application features and product information for new releases and facilitate their adoption
Be the voice of the customer and provide internal feedback on how PeopleDoc can better serve our customers
Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to drive better results
Resolve billing and Support inquiries in a timely and productive manner
Coordinate small customer projects
Well-organized and excellent time management abilities
Proven ability to collaborate and build strong relationships with customers especially at the Executive level
Exceptional oral and written communication skills and attention to detail
Minimum 2-3 years' experience in HR or with, ideally for a SaaS HR provider or HR services provider
Passion for digital and new technology
(Experience, Education, Certification, License and Training)
This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
Ultimate Software will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.