At Visier, the mission of the Sr. Customer Success Manager (Sr. CSM) is to drive an exceptional customer experience through-out the post-sales journey. The Sr. CSM is responsible for a portfolio of accounts and leverages product expertise and a practitioner’s lens to align account strategy with business outcomes. The Sr. CSM plays an essential role in developing and managing ongoing relationships in order to maintain a high level of client satisfaction and loyalty. By maintaining a proactive focus on product optimization, adoption, and engagement, the Sr. CSM drives outcomes leading to renewals, expansion and advocacy.
As the trusted partner for the customer on use-case, product functionality and talent management best practices, the Sr. CSM collaborates closely with Sales to set outcomes and measurable objectives with the customer and ensures the customer is on track to see maximum value from the Visier solution. Engaging across the customer’s organization and internally within Visier, the Sr. CSM “quarterbacks” post-sales customer experiences, including those provided by various cross-functional teams, and proactively identifies opportunities and risks, presenting recommendations and solutions.
What you'll be doing...
- Managing a portfolio of customers and conducting proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution
- In partnership with your aligned sales account executive, building a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected value realization, developing a value-driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals
- Building a consultative relationship with each customer and working across business and functional units to gain customer insight and build effective partnerships
- Serving as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross-functional collaboration across Visier
- Converts ideas into actionable plans to further increase our stickiness within a customers' organization
- Providing industry insights, guidance, best practices, and recommendations to drive the customer’s identified strategic outcomes with their purchased Visier solutions
- Meeting assigned customer satisfaction and and strategic initiative targets in collaboration with Customer Excellence leadership
- Pass initial certification exams, quarterly releases, maintains expert level knowledge of Visier product offerings, configuration options, and has the ability to demonstrate to customers
- Be willing to take on additional responsibilities as needed
What you'll bring to the table...
- Located on the east coast of Canada
- Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly
- Have a partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences
- Actively builds network of relationships and uses network connections to help get things done
- Entrepreneurial thinking by understanding how the customer fits into the broader marketplace
- Have strong experience as a Sr. Customer Success Manager / Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing
- Proactively identifying or anticipating a need for customers prior to them asking
- Working knowledge of the sales and renewal cycles
- Has the ability to manage implementation programs for customers newly onboarding and can manage a value-driven backlog through the customer journey using a shared resource model
- Understands the relationship between customer team, management and stakeholders
- Have domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics.
- Communicate in a polished, professional, and authentic way, with the ability to understand your stakeholders and have the ability to adapt communication styles to foster desired outcomes
- Maintains a calm and focused approach to customers that are overly frustrated
- Are highly detail-oriented and able to manage multiple initiatives and competing priorities simultaneously
- Are organized and methodical with excellent follow-up to meet customer expectations and deadlines
- Enjoy working in a fast-paced, dynamic, and growing organization, adapting to changes in roles and responsibilities
- Are able to travel up to 15% as required
