Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.
Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in Metro Manila, Philippines
About The Opportunity
The role of the Customer Success Manager is crucial in helping deliver customer value and improve adoption. The Customer Success Manager will engage with customers to guide them on their journey with Dayforce after implementation.
CS Manager is organized, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both a 1 on 1 and group setting. They can work with customers based in other countries and alternate working day and night shifts. They are fluent in English and understand the nuances of working across other cultures.
CS Managers deliver value to both customers and bring efficiencies to internal teams.
What You’ll Get To Do
- Partner with customers to develop joint customer success plans, value plans and other essential customer assets. Review and maintain such joint assets on a regular basis, by maintaining regular monthly and quarterly cadence and facilitating executive success reviews
- Conduct regular customer meetings with accounts within designated portfolio in accordance with governance framework
- Work collaboratively with the sales teams, services teams and partners to ensure success of Dayforce opportunities within the customer base. Proactively identify revenue opportunities and leads and pass them on to sales for execution
- Demonstrate strong customer management, commercial, technical, and business acumen combined with passion and strength for building customer relationships
- Preparation and presentation of business proposals
- Generating revenue as and when required, from existing customer base, by for example: recommending/promoting value added services
- Developing account plans for assigned customers that maximizes growth potential, customer maturity progression, drives retention and on time renewals, and leads to advocacy and referenceable customers
- Maintaining a high level of customer retention rate based on strong customer satisfaction, as well as making sure customers are reference-able for new sales prospects
- Managing and maintaining up-to-date customer contracts and renewals, reflecting the services engaged for and the expectations of the customers
- Acting as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customer’s expectations
- Work closely with customers at all levels of management to build trust and confidence in Dayforce’s suite of products and services
- Contract management and negotiation
- Anticipate customers future requirements
- Maintaining customer details in Salesforce
- Ensure customers are fully informed about the Dayforce Messaging and Strategy
- Customer’s first line of escalation for commercial, business and relationship issues, working and coordinating with key delivery groups to meet the customer’s needs
- Coordinating and working with internal functional and delivery groups to deliver required customer outcomes and results, coordinating the quality and timeliness of all customer communications
- Identify solutions through the understanding of customer requirements and researching the options available in our product and service offerings
- Manage customer issues
- Manage regional User Groups, attendance at customer days, case studies and testimonials
- Contribute to growing our Dayforce Customer Communities
- Participate in team projects and initiatives
- Collaborate cross functionally
- Support new hires during onboarding
Skills And Experience We Value
- 4+ years’ experience in customer facing role
- Preferably Bachelor’s Degree plus 4 years related experience, or equivalent combination education and related experience
- Foundational knowledge of customer success in SaaS industry, HR tech or Payroll industry
- Understanding of customer service processes and expectations
- Ability to build relationships with a number of stakeholders across the business internally and externally
- Executive presence, confidence and credibility
- Excellent communication skills, written and verbal English language fluency
- Proficiency in using MS Office, Salesforce CRM or similar tool
- Familiarity with HCM software features and current competitive landscape
- Manage multiple, concurrent ongoing engagements and prioritize competing priorities
- Deliver high quality service in a fast-paced environment
What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
