Sr. Customer Success Manager

Job description

Visier gives organizations a Workforce AI Edge: a set of AI-powered capabilities that help leaders understand the relationship between people and work, elevate the productivity of their employees, and win by adapting to change faster.

We're a global leader in AI-powered people analytics, workforce planning, and compensation management solutions.

All Visier technology is underpinned by its Real-time People Data Platform, which uses AI to unlock the business-transforming potential of people data, work data, and the fusion of both.

Founded in 2010 by the pioneers of business intelligence, Visier has over 60k customers in 75 countries - including enterprises like BASF, Panasonic, Experian, Amgen, eBay, Ford Motor Company, and more.

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.

You'll be based in our centrally located, modern office with beautiful views of the city and quick access to public transit.

This is a fixed hybrid position, Tues - Thurs in office with the option to work from home on Mon & Fri.

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
• Developing and maintaining shared strategic Customer Success Plans for each customer that define target business objectives, align on measurable value realization goals, and drive cross-functional accountability to translate objectives into tangible outcomes
• Deliver strategic business reviews that connect usage to ROI and support value storytelling across stakeholder levels
• Influencing customer growth strategy by identifying whitespace opportunities and collaborating with Sales and Product to drive aligned growth conversations
• Managing and driving the resolution of customer escalations and risk through a structured approach involving cross-functional collaboration across Visier
• Serving as the primary point of contact within the Customer Experience Team for your customers
• Converting 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
• Using functional and effective knowledge of the Visier product line to inspire use cases, drive adoption, detect risk, and serve as a strategic advisor to your customers

What you'll bring to the table...

• Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly
• A partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences
• Ability to actively build a network of relationships and uses network connections to help get things done
• Entrepreneurial thinking by understanding how the customer fits into the broader marketplace
• 3+ years of Customer Success Management experience
• Working knowledge of the sales and renewal cycles
• Ability to 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
• A highly detail-oriented work ethic with the ability to manage multiple initiatives and competing priorities simultaneously
• An organized and methodical approach with excellent follow-up to meet customer expectations and deadlines
• An enjoyment of working in a fast-paced, dynamic, and growing organization, adapting to changes in roles and responsibilities

Most importantly, you share our values...

• You roll up your sleeves
• You make it easy
• You are proud
• You never stop learning
• You play to win

The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills.

Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.

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