Sr. Customer Success Manager

Responsibilities:

• Handling overall responsibility for managing the customer relationship.

• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services.

• Acting as a liaison between the customer and varying OSV service delivery areas. The focus is ensuring services adoption and capturing feedback.  

• Developing success plans for customers that outline their critical success factors, metrics and measures for success, potential issues, and provide recommendations.

• Prioritizing and driving resolution on escalated customer challenges.

• Promoting opportunities for two-way communication.

• Monitoring and facilitating the customer’s adoption of OSV services and solutions, as well as adoption of the workday technology.  

• Leveraging customer relationships as needed for prospect references.

• Keeping customers informed of process and procedural changes.

• Demonstrate competency in the Workday product suite - Financials, HCM, and Payroll.

• Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction.

Required Skills / Experience:

• 2 -5 years in a customer facing services role (consulting or account management) that includes problem solving at both the business owner and executive levels.

• Proven ability to collaborate and build strong relationships with customers, especially at the executive level.

• Proven ability to engage across corporate functions (Services, Professional Services, Product Management).

• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.

• Bachelor’s degree required or equivalent experience.

• Excellent organization, time management, and communication skills.

• Service industry experience a plus.

• Up to 30% travel

• Passion for targeted customer focus.

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