Customer Success Manager - Sarasota, United States - PrismHR

PrismHR Sarasota, United States

1 week ago

Description

The

Customer Success Manager (CSM)

will be responsible for building long-term relationships with our enterprise customers, improving their customer experience, driving new revenue opportunities and ultimately ensuring success on the PrismHR platform.

The CSM will serve as the primary point of contact for these customers from the time of sale through the full customer lifecycle (implementation, renewals, etc).

The CSM will share information, provide support, identify training opportunities, drive product adoption, and gather feedback on our product and service offerings.

Additionally, the position will oversee the revenue retention and growth for the PEO/ASO business and subsequent quotas may apply.

This role requires a highly organized, dynamic, and responsive individual who can wear the hats of a project manager, a technical and strategic advisor, a relationship builder, and an account manager, and who cares deeply about delivering a fantastic customer experience.

Responsibilities:
Act as primary point of customer contact, driving day-to-day customer engagement, and fielding customer escalations as needed
Advocate for customers with internal partners to drive customer centric solutions
Advocate customer needs/issues cross-departmentally, and coordinate customer-specific activities with PrismHR's Sales, Support, Professional Services, and Product Delivery teams
Develop and maintain a strong relationships across the organization to understand the customer's business, including their goals, strategy, and challenges
Define key metrics and goals for success with customers; monitor and review progress or revise as needed
Anticipate customers needs, proactively reach out to discuss opportunities that may help customers achieve goals
Prepare and run regular customer meetings, including tactical check-ins and strategic business reviews
Develop and implement a plan to provide proactive guidance/communication, i.e. outages, critical failures, etc.
Coordinate demonstrations of products & services that fit customer needs
Develop project / resource plan for each assigned customer
Identify opportunities for follow on sales and/or training
Build a strong working knowledge of enterprise software products that make up the PrismHR ecosystem in order to consult with clients on solutions to business issues
Drive customer adoption of products and, over time, establish yourself as a trusted advisor through training and by establishing best practices
Communicate and negotiate annual renewal with every assigned customer
Monitors and maintains accurate "customer health" data and metrics
Provide monthly reporting to senior management on assigned customer activity

Qualifications:

5-10 years customer care experience with a focus on relationship building at the senior executive level
Display a high level of professionalism
Strong business acumen and problem solving skills
Strong Sense of urgency
Strong knowledge of HRIS systems relating to payroll, benefits, and human resources (experience with PrismHR or other PEO or ASO software preferred, but not required)
Strong written and verbal communication skills
Presence to lead executive level meetings
Self-motivated and the ability to drive results cross-functionally
Bachelor's degree or an equivalent combination of training and experience

Measurements of Success:
Customer business growth and account revenue growth - drivers include, added worksite employee count, new PrismHR modules, marketplace referrals, channel sales engagements, and Professional Services engagements
Improved customer satisfaction
Increased referenceable customers
Achievement of goals defined in conjunction with customers

Please note: This position can be remote/telecommute.

Notice for candidates located in the following states:

CA, CO, NJ, NY, WA: The base salary range for this position is between $65,000 - $85,000 (salary is dependent on location, experience, knowledge, and skills based on the responsibilities outlined in the job description).

#LI-REMOTE
PrismHR is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application. PrismHR also provides professional services including system implementation consulting, custom configurations, and training.

Lastly, via the Company's Marketplace platform customers and end users access other human resources and employee benefits applications from PrismHR's Marketplace Partners.

Diversity, Equity and Inclusion Program/

Affirmative Action Plan:

We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential.

At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion.

Ensuring an inclusive environment for our employees is an integral part of the PrismHR culture.

We aren't just checking a box, we are truly committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone.

This is essential to our success.

We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about our roles but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway.

You may be just the right candidate for these open roles or other open roles.

We particularly encourage applicants from traditionally under-represented groups as we seek to increase the diversity of our workforce and provide fair opportunities for all.

As a proud Equal Opportunity and Affirmative Action Employer, PrismHR encourages talent from all backgrounds to join our team. Employment decisions are based on an individual's qualifications as they relate to the job under consideration.

The Company's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.

The Company is committed to complying with all applicable laws providing equal employment opportunities.

This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

Privacy Policy:
For information about how we collect and use your personal information, please see our privacy statement available at

PrismHR provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.

If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at PrismHR:
Please indicate in the subject line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

#LI-ML1

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