Customer Success Manager - Virtual, United States

About Us

WorkForce Software is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s WorkForce Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules—while delivering a breakthrough employee experience at the time and place work happens. Enterprise-grade and future-ready, WorkForce Software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and increase employee engagement to unlock new potential for resiliency and performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less costly, and more rewarding for everyone.

Over one thousand organizations with more than 4 million users in over 100 countries rely on WorkForce Software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.

Responsibilities

• Proactively drive engagement with assigned customer throughout life cycle from onboarding to
• renewal, establishing key value metrics to drive accountability as well as a culture of continuous growth and success.
• Advocate on behalf of the customer within all delivery activities (Services, Partners, Support, Product) and ensure alignment of objectives to WFS Strategy.
• Leverage predictive analysis to drive customer engagement before escalations occur.
• Identify new opportunities for growth & expansion in collaboration with Sales and Support Team.
• Own and drive customer communication, including escalations, working with all delivery teams to ensure effective resolution of issues, and proactive continuous improvement across all functions.
• Oversee customer reporting and End to End Account information Management and metrics such as SLAs, RCAs, contract alignment, product usage, key stakeholder information.
• Analyzes customer issues and trends to proactively engage the customer to address problems before they escalate.
• Prioritize customer incidents and follow-up on customer escalations to validate support performance and overall customer satisfaction.
• Provide feedback to product team and management concerning response to products and services

Requirements

• Minimum of 3 years prior experience working in Customer Success or Account Management.
• Excellent customer relationship management and business acumen required.
• HR and workforce management experience is not required but highly valued.
• Experience communicating to all levels within an organization, C-level to frontline employees.
• Knowledgeable of and understand common implementation principles and client lifecycle.
• Excellent communication skills both written and verbal, with the ability to present complex
• issues to multi-level audiences throughout the company including customer executives.
• Able to thrive in a demanding, fast moving, and customer focused environment.
• Ability to balance both analytic and creative problem solving
• Familiarity with Salesforce or similar CRM tool preferred.
• Sales and lead generation skills are not required but highly valued
• Experience with managing and growing cross-functional relationships
  
• Program or Project Management experience highly valued

Travel

• Ability to travel up to 25% with potential for international travel

Education

• Bachelor's degree or equivalent experience

Why You Should Join the WorkForce Team?

• Unlimited PTO
• Flexible Hours / Work from Home Policy
• 401k with Company Match
• Performance Bonus
• Career Development and Training – Be the CEO of your career!
  • Company paid LinkedIn Learning subscription.
• Diversity, Equity, and Inclusion Initiatives
• Health and Wellness / Gym Reimbursement
• Full Comprehensive Health Benefit Package
• Parental Leave
• Community Outreach Programs and Charitable Support

This job description is not intended to be all inclusive, and employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

To maintain our goal of remaining a diverse and inclusive company, WorkForce Software advocates for and promotes a diverse, equitable, safe, and professional workplace where all people feel welcomed and empowered. We are committed to creating an environment that supports and celebrates the full range of our individual and collective differences, so that everyone can do their best and most innovative work, on the job and in our communities.

WorkForce Software is committed to the full inclusion of all qualified individuals. As part of this commitment, WorkForce Software will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Talent Acquisition Department at careers@workforcesoftware.com, 1-833-987-3831.

WorkForce Software is an Equal Opportunity Employer.