Customer Success Manager

Ultimate Software New York City , NY 10008

Posted 3 months ago

PeopleDoc is on a mission to transform how every HR function provides services to their employees. We believe that employees should receive the same level of services as the company's best customers.

Our unique "state of the art" HR Service Delivery platform provides HR teams with the tools they need to provide great services while considerably decreasing the manual work behind the scenes and allowing companies to go paperless in their administration.

The PeopleDoc HR Service Delivery platform helps HR teams answer employee requests on demand, automate employee processes, and manage compliance across multiple locations.

PeopleDoc serves more than 800 clients with employees in 180 countries in more than 10 languages with a 100% customer retention rate.

More information is available at www.people-doc.com.

Our HR Service Delivery Platform:

  • Employee File Management

  • Case Management & Employee Portal with personalized knowledge base

  • Process Automation

  • Advanced Analytics

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 2019 and #8 on the 100 Best Companies to Work For list in 2019. Ultimate is also ranked #2 on Fortune's 75 Best Workplaces for Women and #5 on its Best Workplaces for Diversity list. Learn more about US here: www.ultimatesoftware.com/careers

PeopleDoc is looking for a Customer Success Manager, based out of our New York office. The CSM will be part of the Customer Care team filled with dedicated, passionate people who take pride in going the 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.


Primary/Essential Duties and

Key Responsibilities:
  • 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 in order 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

Desired skills and experience:

  • 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

  • Bachelor's Degree

  • Ability to travel (frequent client visits, primarily in USA)

  • Fluent in spoken and written English

  • Minimum 1-2 years' experience in HR or with, ideally for a SaaS HR provider or HR services provider

  • Passion for digital and new technology

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. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company's online employment application, please contact accessibility@ultimatesoftware.com.


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Customer Success Manager

Ultimate Software