Senior Payroll Customer Success Manager - AMER

What this job can offer you

This is an exciting time to join Remote and make a personal difference in the global employment space as a Payroll (PAY) Customer Success Manager and being part of our Customer Success team. The Payroll (PAY) Customer Success Manager acts as the customer’s trusted advisor and advocate in the payroll domain. The key to success in this role is to build and grow an ongoing healthy relationship with each customer, to preserve our current business and grow our customers into life-long partners, with a specific focus on payroll services.

What you bring

• Extensive expertise in CSM or account management roles, in the international Payroll/HR tech space, ideally within Global Payroll and HRIS products and high-tech environment.
• Solid knowledge of Global Payroll and HR Tech software and tools, with a strong understanding of the global HR Tech environment.
• Experienced in overseeing cross-department programs, with excellent organizational abilities to support multiple and complex projects, priorities and to manage stakeholders simultaneously.
• Proven track record of onboarding, growing, retaining and developing customers
• Clear ability to identify, engage, and build strong relationships with key stakeholders across different levels of the customer organizations.
• Excellent verbal and written communication and demonstration skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations.
• Demonstrate strong ownership and initiative, with the ability to independently drive complex HR/Payroll projects forward, communicate effectively with stakeholders, without the need for close supervision.

We would consider a plus:

• Knowledge of how global organizations and start-ups work.
• Readiness to work in a fast-paced environment.
• Understanding and experience of remote working.

Key Responsibilities

• Develop deep understanding and expertise for Remote Payroll and HR product(s) and services
• Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services.
• Long-term customer relationship management, ensuring the success and satisfaction of payroll customers.
• Own client retention & expansion, within payroll product and services.
• Identifying upselling & cross-selling opportunities, managing campaigns and product promotion and introducing new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity and HRIS)
• Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) product(s).
• Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements.
• Work closely with the Payroll, Product and Sales team to help ensure the right expectations are set for payroll customers.
• Educate and train customers on key payroll information and processes to set them up for success.
• Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues.

Practicals

• You'll report to: Senior Manager, Customer Success
• Team: Pay Customer Success
• Location: For this position we welcome everyone to apply, but we will prioritise applications from the following locations as we encourage our teams to diversify; South America
• Start date: As soon as possible

Application process

1. Interview with recruiter
2. Interview with future manager
3. Interview with team members (no managers present)
4. Bar Raiser Interview
5. Prior employment verification check