Customer Success Manager IV

• 5000 - 6000 USD per Month
• Full Time
• Posted : one year ago

Ceridian is a global leader in Human Capital Management technology. Simply put, we allow our customers to do the most complex things well (HR, Payroll, Benefits Administration, Workforce Management and Talent Management) and do them to scale.

• By delivering an award-winning product, conceptualized and developed by award-winning leaders, that result in award-winning customer employee experiences
• By hiring highly innovative, diverse talent that fully embraces and embodies our core values in everything they do: Customer Focus, Equity, Shared Ambition, Agility, Transparency, Optimism
• By using modern technology, such as voice-activation with Dayforce Assistant and access to your money as soon as you earn it with Dayforce Wallet to stay in rhythm with the evolving demands of our 4 million global users

• Strong client management, commercial, technical and business acumen combined with a passion and strength for building robust client relationships with C-level leaders.
• Enjoy working with complex global HCM customers and have the knowhow of what it takes from a people, process and technology perspective to drive successful HCM delivery.
• Strong aptitude to tackle hard business and technical requests independently.
• Ability to learn our technology quickly, as well as have a keen appetite in doing so.
• Demonstrated success in Customer Support, Implementation or Professional Services function for a product/SaaS company with enterprise customers.
• Ability to present authoritatively and persuasively to executive level client audience.
• Thrive in customer facing, engagement shaping positions and be passionate about working with creative people and leading large scale engagements.
• Demonstrated ability to manage multiple work streams and projects with a strict attention to detail and drive results such as revenue retention, feature adoption and customer satisfaction.
• Strong negotiation and communication skills with the ability to think and plan into the future.
• Ability to energize, galvanize and motivate disparate teams to deliver against customer requirements.
• Own and manage a portfolio of enterprise and global clients (1-4) with annualized revenue between $2.5 - $8M.
• Exercise effective portfolio stewardship and control with a key emphasis on revenue retention and credit claims.
• Own, drive, understand and help facilitate key annual business calendar projects and requirements with various internal resources to include Year End and Annual Enrollment activities.
• Provide technical leadership and support technical excellence by investigating technical issues and delivering best practice recommendations to the client.
• Lead all client meetings and engagements. Regularly monitor relationship performance and resource allocation from a customer delight and margin perspective.
• Encourage and enable constructive cross-country teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviors that are not consistent and/or the best interests of the business and our clients.
• Effectively plan, coordinate, and support application upgrades changes and hotfixes to drive successful outcome.
• Take a proactive approach to client planning by collaborating with product, Dayforce Support, other internal partners and senior management, as appropriate.
• Contribute to the implementation process through governance frameworks, best practices and standards to ensure quality, effective risk management and compliance.
• Engage with resources in Hosting, R&D, and Implementation to drive issues to closure.
• Work with product management and Dayforce support teams on product innovation and enhancements that will improve the products and services we provide to our clients.
• Has an “I own it” attitude about deliverables and projects from start to finish.
• Responsible for ensuring contract and service level agreements (SLA) compliance.
• Seek out and embrace feedback, take on assignments that challenge and improve skills

• Encouragement to be the best version of yourself at and away from work:
• YOUnity diversity and inclusion programs
• Amazing time away from work programs
• Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
• Recognition for your contributions through excellent pay, perks, and rewards
• Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
• Opportunities to fuel your career growth through numerous internal and external programs and events

• Bachelor's degree in Science, Technology, Engineering, Math or equivalent experience (Computer Science preferred).
• 8+ years of relevant work experience in leadership, customer relationship management, consulting, implementation, or support roles demonstrating progressive advancement and achievement.
• 3+ years of relevant work experience in owning and managing large, high net worth complex clients in the EU, UK or North America.
• Comprehensive understanding and experience of HCM best practices and how to apply them against customer requirements.
• Project management experience, as you will be coordinating across various internal teams to ensure success for your accounts.
• Experienced in communicating technical information and complex technical issues to a variety of stakeholders.
• Familiarity with Microsoft Technology (.Net / Windows Server / SQL Server), and/or HTML. Understanding of file feeds, XML and SQL.
• Thorough understanding of Software-as-a Service (SaaS) business model and exposure to hosting and change management protocols.
• HCM product knowledge desired
• CPP, CIPP, FCP, CBP, SPHR/PHR, SHRM- SCP/CP, ITIL certifications highly desired

Skills

• Customer Success
• Business Intelligence (BI)
• Business Relationship Management
• Customer Relationship Management (CRM)
• Negotiation