OneSource VirtualRemote
Sr. Customer Success Manager
United States of America
Full Time
2 weeks ago
H1B Sponsor Likely
Key skills
Workday FinancialsWorkday HCMWorkday PayrollWorkdayProduct ManagementCommunicationProblem SolvingTime ManagementCustomer SuccessAccount Management
About this role
OneSource Virtual (OSV) is a leading provider of Business-Process-as-a-Service solutions for Workday. The Sr. Customer Success Manager ensures customers achieve their desired outcomes with OSV services by acting as a trusted advisor, driving adoption, increasing value, and managing retention.
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
Requirements:
- 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