#Description#
Employ empowers organizations of all sizes to overcome their greatest recruiting and talent acquisition challenges. Offering a combination of purpose-built intelligent software technologies, services, and industryexpertise, Employ provides businesses of all sizes with powerful solutions for recruiting a diverse workforce. Through its JazzHR, Lever and Jobvite technologies, and NXT Thing RPO services, Employ serves more than 21,000 customers across all industries. For more information, visitus atwww.employinc.com.
As a Customer Success Manager at Employ, you are the lynchpin in helping our customers reach their goals of hiring the best talent for their needs. Within our Customer Success Management organization, we use a combination of technology, analytics, deep product knowledge, and strong relationship-building skills. This multifaceted approach is designed to swiftly demonstrate the value of our customers' investments. Your responsibilities are strategic whether working one-on-one with a customer or using smart pattern-recognition skills to solve problems for multiple customers at once. We are investing heavily in our CustomerSuccess organization to transform everything we do to provide a more community-focused customer experience, increase access to data to make informed and scalable decisions and operate as proactively as possible. As a CSM with Employ this year, you will be a core part of that transformation both internally to improve how we work with all our internal stakeholders and with our customers as we seek to deliver excellence in every interaction.
What Youll Do:
- Build strong, long-lasting customer relationships with key stakeholders on top accounts and quick rapport and confidence with customers on our growth accounts
- Be responsible for helping customers accelerate and elevate the value they receive from their Employ investment by:
- understanding customers' use case(s) and goals
- assessing usage of Employ products
- diagnosing the gaps between this usage and what it takes to realize business goals
- prescribing actions customers should take to advance value recognition
- marshaling internal Employ resources as needed
- communicating ongoing value realization to customers
- Be a detective by developing and implementingstrategies to enhance customer retention and minimize churn both at an account and segment level. Use your findings to help us proactively identify and address potential issues to ensure customer satisfaction
- Be the voice of Employ to our customers and the voice of the customer to Employ thinking of both individual customers and the needs of customer segments based on purchase and industry
- Dig deep into customer data and usage patterns to identify trends and find opportunities to help our customers improve their overall program. Help develop data-driven insights based on benchmarking, trends and patterns at an individual customer and broader segment level
- In everything you do, be a strong and clear communicator who collaborates well across all other departments and operates by taking accountability and ownership
What Youll Bring:
- Minimum of 5-years relevant work experience in one or more of the following: HR/recruiting, customer success management, account management or consulting ideally with recruitingor related applications in a SaaS (Software as a Service) environment
- Technical aptitude and passion to become a functional expert on Employs products legacy product knowledge(with Jobvite, Lever or JazzHR) is a plus!
- Ability to thrive in a dynamic environment, with flexibility and adaptability in an evolving organization
- Strong bias towards action and finding solutions; creative problem solver who believes in do it right or do it twice
- Outstanding organizational skills, ability to oversee multiple projects
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level with strong attention to detail
- Proven track record of effective strategic planning and driving results (including meeting and exceeding customer retention targets)
- The desire to help shape a world-class customer success management team and transform the experience and results our customers have