Customer Success Manager II (Remote)

at Payscale
Location Nashville
Date Posted January 14, 2022
Category Call Centre / CustomerService
Job Type Not Specified

Description

Job Description

WHAT WE DO:PayScales Client Success org helps our clients utilize our products, services, and data to develop better pay strategies for their organizations. Our Client Success teams (Client Success Management, Implementation, Professional Services, Client Programs, Client Support, and Client Operations) work cross-functionally not only to ensure a seamless client lifecycle, but also to help them reach their business goals, proving the return on investment of their PayScale solution(s).

WHAT YOU DO:As a Client Success Manager (CSM) you will work with our clients to understand their current and future compensation objectives and ensure they achieve the maximum value from the products and services. You work with the client directly in order to maximize the value they realize with our solutions; engaging from post-sale through renewal, making sure the customer is moving forward toward their own business goals at each step. Youre successful in this role because you have a high degree of curiosity, communicate effectively, are a self starter, possess strong business discernment, with an aptitude to stretch, learn, develop, and (at times) navigate difficult conversations.

DAY-IN-THE-LIFE:As a CSM, a typical day may include the following

* Discussing project progress, overcoming roadblocks, and product adoption on 2-4 scheduled customer calls
* Proactively contacting 5-10 customers to discuss key lifecycle points, such as onboarding, increasing adoption, risk, and opportunities for growth
* Build strategic relationships across multiple levels; including executive level decision makers
* Develop trusted adviser relationships to identify and track goal metrics with clients to ensure goals are aligned from a business strategy perspective
* Renew and close contracts on-time from core customer base
* Identify and qualify upsell opportunities within your book of business
* Protect customer install base through save play and win back motions
* Meeting internally to act as voice of the customer with our Product, Support, Marketing, or Management teams on how we can increase value and resolve concerns with energy
* Maintain a deep understanding of PayScale product/data offerings and position the most relevant features/functionality for clients specific goals
* Utilize technology such as Gainsight, Salesforce, and other applications to document and support client lifecycle
* May partner with Sales team to assist with reference introductions

FIRST YEAR IN ROLE:

* Within 3 months, they will be comfortable navigating and speaking to the PayScale platforms, services, and data offerings
* Within 6 months, they will work independently to manage inbox, calendar, and project management follow up
* Within 12 months, they will work collaboratively to improve internal processes and act as customer advocate

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