Customer Success Manager (Chandler)
About Us PrismHR is the leading payroll, benefits, and HR software for Human Resource Outsourcing (HRO) organizations, including Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs). Powering more than 80,000 companies, 2.5 million worksite employees, and $85 billion in payroll processed annually, PrismHR is the most efficient, reliable, and scalable software solution to help PEOs and ASOs grow and prosper. The PrismHR platform is a complete, integrated HR solution supporting the full hire-to-retire” lifecycle of HR services. And PrismHR provides a wide range of additional resources that go beyond just technology and support: PrismHR SEEDS sales and marketing program, the annual PrismHR LIVE Conference, and numerous learning opportunities throughout the year are all designed specifically to help PrismHR customers grow their business. Position Summary The Manager of Customer Success will be responsible for building long-term relationships with our enterprise customers, improving their customer experience, driving new revenue opportunities and ultimately ensuring success on the PrismHR platform. This position will serve as the primary point of contact for these customers from the time of sale through the full customer lifecycle (implementation, renewals, etc). The Manager of Customer Success will share information, provide guidance, identify training opportunities, drive product adoption, and gather feedback on our product and service offerings. Additionally, the position will oversee the revenue retention and growth for the PEO/ASO business and subsequent quotas may apply. This role requires a highly organized, dynamic, and responsive individual who can wear the hats of a project manager, a technical and strategic advisor, a relationship builder, and an account manager, and who cares deeply about delivering a fantastic customer experience. Essential Duties and Responsibilities Act as primary point of customer contact, driving strategic engagement, and fielding customer escalations as needed Advocate for customers with internal partners to drive customer centric solutions Advocate customer needs/issues cross-departmentally, and coordinate customer-specific activities with PrismHR’s Sales, Support, Professional Services, and Product Delivery teams Develop and maintain a strong relationships across the organization to understand the customer’s business, including their goals, strategy, and challenges Define key metrics and goals for success with customers; monitor and review progress or revise as needed Anticipate customers needs, proactively reach out to discuss opportunities that may help customers achieve goals Prepare and run regular customer meetings, including tactical routine success meetings, focused meetings, and strategic business reviews Develop and implement a plan to provide proactive guidance/communication, i.e. outages, critical failures, etc. Coordinate demonstrations of products & services that fit customer needs Develop project / resource plan for each assigned customer Identify opportunities for follow on sales and/or training Build a strong working knowledge of enterprise software products that make up the PrismHR ecosystem in order to consult with clients on solutions to business issues Drive customer adoption of products and, over time, establish yourself as a trusted advisor through training and by establishing best practices Communicate annual renewal with every assigned customer ensuring revenue retention Monitors and maintains accurate “customer health” data and metrics Provide timely documentation and reporting to senior management on assigned customer activity MEASUREMENTS OF SUCCESS Customer business growth and account revenue growth - drivers include, added worksite employee count, new PrismHR modules, marketplace referrals, channel sales engagements, and Professional Services engagement Improved customer satisfaction Increased referenceable customers Achievement of goals defined in conjunction with customers Marginal Functions Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients. Attend webinars and training to stay up to date on best practices related to the company and department. Complete projects and other duties as assigned by supervisor. Knowledge, Skills, and Abilities Display a high level of professionalism Strong business acumen and problem-solving skills Strong Sense of urgency Strong knowledge of HRIS systems relating to payroll, benefits, and human resources (experience with PrismHR or other PEO or ASO software preferred, but not required) Strong written and verbal communication skills Presence to lead executive level meetings Self-motivated and the ability to drive results cross-functionally Education & Experience 5-10 years customer care experience with a focus on relationship building at the senior executive level Bachelor’s degree or an equivalent combination of training and experience Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. Frequently required to sit; occasionally required to stand and walk. Specific vision abilities required include close vision, color vision, and ability to adjust focus. Frequently required to talk and hear. Moderate concentration/intensity, which includes prolonged mental effort. Average memory, taking into consideration the amount and type of information. Noise level in the work environment is usually moderate. PrismHR is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application. PrismHR also provides professional services including system implementation consulting, custom configurations, and training. Lastly, via the Company’s Marketplace platform customers and end users access other human resources and employee benefits applications from PrismHR’s Marketplace Partners. Diversity, Equity and Inclusion Program/Affirmative Action Plan: We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential. At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion. Ensuring an inclusive environment for our employees is an integral part of the PrismHR culture. We aren't just checking a box, we are truly committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone. This is essential to our success. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about our roles but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for these open roles or other open roles. We particularly encourage applicants from traditionally under-represented groups as we seek to increase the diversity of our workforce and provide fair opportunities for all. As a proud Equal Opportunity and Affirmative Action Employer, PrismHR encourages talent from all backgrounds to join our team. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers. Privacy Policy: For information about how we collect and use your personal information, please see our privacy statement available at https://www.prismhr.com/about/privacy-policy. PrismHR provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at PrismHR: [email protected]. Please indicate in the subject lin
