Customer Success Manager, SyncHR
SyncHR by PrimePay is a cloud-native Human Capital Management (HCM) software, streamlining HR, benefits, and payroll management for mid-enterprise businesses. SyncHR is a team-oriented application, meaning it is utilized by the entire business, not only HR. SyncHR's software platform is built on a position-based architecture to help businesses plan, operationalize, and measure results better. The Customer Success Manager is responsible for developing partnerships with assigned clients to ensure long-term, successful relationships for PrimePay/SyncHR. You will be managing a portfolio of customers assigned to you to support and manage client expectations. The Customer Success Manager is the key contact for the client's decision makers. At PrimePay we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at PrimePay. Customer Success Manager responsibilities include: Proactively consult with clients on program success and strategize with the client on ways to help ensure client obtains maximum use of the PrimePay HCM suite of products Responsible for proactively identifying and resolving problems/issues that the client may be experiencing Manage Escalations direct from customers and provide the necessary feedback to the Success Team manager for appropriate coaching and guidance Alerts management and other appropriate parties (ie. legal, financial advisor, alliance manger, other PrimePay business units, etc.) of critical client issues where appropriate Scheduling Quarterly optimization meetings to help the client take full advantage of our product's unique functionalityClient Meetings - Periodic account reviews with client executives Collect, schedule and present data for monthly reporting, including challenges, trends, highlights, action plans, account status and planning Regularly provides clients with additional product and services information to increase account revenue Develops presentations outlining products/service benefits in conjunction with clients' strategic plans Internal Communication-Key liaison with all PrimePay entities to proactively communicate and monitor service and product issues Manage activities of functional team members to ensure delivery of optimal service, client satisfaction, retention and profitabilityAssist Sales in pre-sales meetings by attending in-person or via conference call as necessary Ability to learn quickly, function in a fast-paced environment, and work on multiple projects simultaneously Proven relationship-building skills Strong time-management, organization and problem solving skillsDemonstrates strong presentation skills Ability to coordinate and take the lead on conference calls Ability to gauge client satisfaction through scheduled surveys, client visits and day-to-day interaction Effectively handles escalated calls Demonstrates strong listening skills Proactively assists with critical clients Demonstrates strong listening skills Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc.), JIRA, and Freshdesk Work with Accounting team to Manage Outstanding Account Balances of customers Engage customers to initiate negotiations for contract renewalsProvide Bi-Weekly updates regarding Platform releases Partner with Marketing and Sales Teams for collateral to be used on websites OR Sales Discussions (Ie; white papers) Solicit references from customers to be used in the RFP process for prospective customers Provide guidance and support, where needed, for the Customer Support Team in ticket resolution Qualifications: Bachelor's Degree or its equivalent in education and experience 2 plus years Account Management / Relationship Management experience 3-5 years of Customer Service experience HCM industry experience preferred but not required Payroll, HR and Benefits product experience a plus Experience in a client service environment required Outstanding written and verbal skills Demonstrated ability to think strategically Demonstrated strong influencing & negotiating skills PrimePay offers a comprehensive benefits package that includes medical, dental and vision insurance, 401(k) with matching, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD.For candidates in the states of Colorado and Connecticut the pay range for this position is $85K - $100K/year.