Senior Customer Success Manager

What you will do:

Customer Engagement 

Manage all post-sales activity for G-P’s customers through strong onboarding, progressive adoption activities, operational day to day support, relationship-building, product knowledge, planning and execution. Develop a trusted relationship with key customer contacts by delivering consistently responsive and best in class customer service; being customer-focused and consistently honoring commitments. Fully accountable for customer retention by conducting regular check-in calls for tactical items and performing strategic business reviews, with the ultimate focus on minimizing churn. A key measure of success will be your ability to maintain the highest levels of CSAT and NPS for your assigned Customers. Continually monitor and update customer health records ⠀

Sales Excellence

Develop deeply intimate knowledge of our customers’ business, roadmap, strategies, initiatives, goals through strategic business reviews. Educates decision makers of assigned accounts on G-P’s value proposition aligned to customer's business objectives and articulates how G-P solutions can help them achieve their business outcomes. Proactively seek out and be fully accountable for revenue growth of your customers through expansion, cross-sell, and up-sell opportunities through both inbound and outbound approaches; continuously expanding key customer contacts to unlock potential of how G-P’s products can support across the customers’ business. Establishes the competitive advantage by developing value-proposition presentations and specialized business plans for customers that drive business outcomes align the right solution for customer needs to generate expansion opportunities. Responsible for the "win-back" strategy for strategically selected former customers after they leave G-P. Outreach includes continuing to understand the Customer's business goals, identifying opportunities for re-sale and selling G-P's evolving services.⠀

Customer Advocacy

Function as the “voice of the customer” and influence the decision making of internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers. Proactively identify customers who would have good references and work with Marketing to create case studies. ⠀

Product & Industry Expertise

Proactively builds and maintains an intimate knowledge of G-P’s product landscape, solutions, and business priorities. Knows GPP inside and out and can share best practices and train customers to drive outstanding product adoption. Gain in-depth understanding of competitive landscape to demonstrate differentiation to customers.

Project Management

Support customers in projects to enable a seamless implementation of G-P’s products, onboardings and offboarding. Drive cross-functional projects that impact the evolution of our customer experience, leveraging your extensive experience and best practices to drive projects to completion.

What we are looking for:

5 - 7 years of experience in Customer Success, Account Management, Business Development, or another customer-facing role Demonstrable experience in driving significant sustainable account growth. Experience with project management, account business planning and prioritization across multiple accounts at any given time. (Experience with Salesforce, CSM/CRM tools) Demonstrable experience in thought leadership and process improvements to maximize the customer experience. Comfortable with technology Innate ability to influence even the most challenging of customers. Self-motivated with the ability to own and drive initiatives to completion; capable of taking full ownership over their work when required. Assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible; ability to think strategically and execute tactically. Best-in-class interpersonal skills, with the ability to quickly build rapport and establish trust and understanding of customers, professionals, global partners, and cross-functional teams at G-P; natural ability to leverage relationships to drive growth. Best-in-class communication and presentation skills; able to communicate with all levels effortlessly and effectively and with demonstrable experience in influencing C-level executives; outstanding listener and empathetic. Has an unwavering business perspective when assessing situations and making decisions, with exceptional ability to understand how those decisions will impact the business internally and the customer objectives. Driven by passion for customers, be it making them successful in all dealings with G-P or retaining their business if possible. Preferred experience in SaaS or HCM, and knowledge of EOR/global expansion industry

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