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 regular check-in calls for tactical items and performing 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 deeply intimate 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; continuously expanding key customer contacts 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 align the right solution for customer needs to generate expansion opportunities.
• Responsible for the "win-back" strategy for strategically selected former customers after they leave G-P. Outreach includes continuing to understand the Customer's business goals, identifying opportunities for re-sale and selling G-P's evolving services.

Customer Advocacy

• Function as the “voice of the customer” and influence the decision making of internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers.
• Proactively identify customers who would have good references and work with Marketing to create case studies.

Product & Industry Expertise

• Proactively builds and maintains an intimate knowledge of G-P’s product landscape, solutions, and business priorities.
• Knows GPP inside and out and can share best practices and train customers to drive outstanding product adoption.
• Gain in-depth 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 offboarding.
• Drive cross-functional projects that impact the evolution of our customer experience, leveraging your extensive experience and best practices to drive projects to completion.

What we are looking for:

• 3-5 years of experience in Customer Success, Account Management, Business Development, or another customer-facing role
• Demonstrable experience in driving significant sustainable account growth.
• Experience with project management, account business planning and prioritization across multiple accounts at any given time. Experience with Salesforce, CSM/CRM tools
• Demonstrable experience in thought leadership and process improvements to maximize the customer experience.
• Comfortable with technology
• Innate ability to influence even the most challenging of customers.
• Self-motivated with the ability to own and drive initiatives to completion; capable of taking full ownership over their work when required.
• 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.
• Best-in-class 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; natural ability to leverage relationships to drive growth.
• Best-in-class communication and presentation skills; able to communicate with all levels effortlessly and effectively and with demonstrable experience in influencing C-level executives; outstanding listener and empathetic.
• Has an unwavering business perspective when assessing situations and making decisions, with exceptional 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 possible.
• Preferred experience in SaaS or HCM, and knowledge of EOR/global expansion industry