Customer Success Manager

About this Position:

As a Customer Success Manager at G-P, you will be at the forefront of delivering exceptional customer experiences. This role offers the chance to work with customers to drive retention, growth, and advocacy. 

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 occasional check-in calls across a wide range of customers for tactical items and perform 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 high-level 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; seek opportunities to expand key customer contact networks 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 and align the right solution for customer needs to generate expansion opportunities.

• Responsible for outreach to Customers who have left within the previous 12 months by keeping them aware of changes to G-Ps offerings and services.

Customer Advocacy

• Function as the “voice of the customer” and provide feedback to internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers.

• Help identify customers who would be good references and work with Marketing to create case studies

Product & Industry Expertise

• Proactively builds and maintains a strong knowledge of G-P’s product landscape, solutions, and business priorities

• Strong GPP knowledge, and can share best practices and train customers to drive product adoption.

• Gain 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 offboardings 

• Participate in cross-functional projects that impact the evolution of our customer experience, leveraging your experience and best practices to drive projects to completion.

What we are looking for:

Minimum Requirements:

• 3+ years of experience in Customer Success, Account Management, Business Development, or another customer-facing role

• Experience of developing strong relationships with a high volume of customers

• Exceptional prioritization skills when managing multiple accounts

• Comfortable with technology

• Influencing skills

• Self-motivated with the ability to own and drive initiatives to completion; able to take a strong degree of ownership over their work

• 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

• 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; ability to leverage relationships to drive growth

• Outstanding communication and presentation skills; able to influence and effectively communicate with all levels; good listener and empathetic

• Adopts a business perspective when assessing situations and making decisions, with the 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 at all possible

Preferred Qualifications:

• Project management and/or business planning

• SaaS or HCM experience

• Knowledge of EOR/global expansion industry

• Salesforce, CSM/CRM tools

We will consider for employment all qualified applicants who meet the inherent requirements for the position. Please note that background checks are required, and this may include criminal record checks.