Key skills
Customer Relationship ManagementLeadershipSalesCommunicationProblem SolvingCustomer ServiceAuditingReconciliationCompliance TestingCustomer SupportDisaster RecoveryMergers And AcquisitionsOperational Data StorePeer ReviewWorkflow ManagementCustomer Success
About this role
Paycor is a leading company in HR technology and advisory solutions since 1971. The Manager of Customer Success is responsible for leading the Customer Success team, ensuring customer satisfaction and retention, and coaching team members to foster their growth and effectiveness in their roles.
Responsibilities:
- Lead a Customer Success team to retain customers and expand product and service offerings through ownership and accountability to meeting key operational metrics, including customer satisfaction, retention, cross-sell bookings, upsell bookings, and customer feedback scores; work with cross-functional partners in sales, marketing, and other functions to forecast and drive change with these metrics
- Upskilling and coaching a team of Customer Success Managers, ensuring staff supports external customers, partners and internal parties
- In conjunction with the respective management teams, assist in developing and implementing a training program to equip the team with the product, process, and organizational knowledge necessary to execute their job responsibilities successfully. Identify and provide learning needs and gaps in training, ensure Customer Success Managers complete training, and inspect and deliver the training
- Ensure that critical Paychex product and service knowledge is transferred so that customer success managers can effectively do their jobs
- Act as the primary point of contact for escalation issues
- Handle the assignment of team members to all applicable new customers to ensure coverage
Requirements:
- 5+ years experience years leadership experience leading high-performing teams, driving results and impact in a client success sales and/or service environment
- Proven ability to be a business advisor across all Paychex products leveraging expertise to create valuable business relationships with customers
- Experience successfully building customer relationships across complex organizations
- Bachelor's Degree in Bachelor's degree from an accredited college or university or relevant experience
- Customer Service
- Communication
- Sales
- Management
- Problem Solving
- Customer Relationship Management
- Auditing
- Reconciliation
- Compliance Testing
- Customer Support
- Disaster Recovery
- Mergers And Acquisitions
- Operational Data Store
- Peer Review
- Workflow Management