Customer Success Manager

Job Description

Resiliency Program impacts the potential and performance of employees through the power of resilience. Our company culture offers a positive, team-based, fast-paced environment thats grounded in the very values it teaches. We believe in supporting creative, entrepreneurial spirits and were looking for people like you.About the jobWe are looking for a Customer Success Manager as the primary strategic partner and liaison to clients within an assigned book of accounts. The CSM will develop, nurture, and sustain positive and productive long-term relationships to optimize clients return on investment (ROI) in Resiliency Program products/services and to promote renewals, retention, and client satisfaction. Through scheduled and proactive outreach, the CSM will partners with clients to fully understand their business strategies, expectations, and needs.The Customer Success Manager is responsible for assisting in the growth of the collective team by finding ways to share knowledge. and educate the group. In addition, the CSM is responsible for assisting management and peers with client escalations and higher-level strategy.About UsResiliency Program is the only technology platform purpose-built to addresses the reality of workplace burnout with an insightful, thoughtful, and a scientific approach. It allows employees and corporates to take immediate actionable steps to improve individual health and corporate culture. Our Software as a Service (SaaS) technology solution helps achieve consistency in how resiliency among employees and organizations is measured and help drive a positive ROI.Why work here Simply put, we have a nimble culture, innovative environment, freedom to think and implement, explosive growth, and opportunity to work with a driven teamThe Opportunity Ensures successful renewal and retention of clients within assigned book of business. Earns and maintains position as a trusted advisor to client base through the development of exceptional relationships with key decision makers and internal stakeholders within assigned book of clients Conducts Business Reviews to develop a deep understanding of the clients needs, desired outcomes, and pain points with thoughtful, smart, and creative dialogue Monitors adoption, engagement, and health of Resiliency Program platform relevant to each client Creates success plans for clients and is accountable to attainment of desired outcomes Serves as a primary point of escalation for issues identified by the client Tracks technical escalation issues to Resiliency Programs support team or other Resiliency Program resources and monitors process to ensure timely, accurate and positive resolutions Proactively engages with client to identify growth opportunities Surfaces client advocates to Marketing team for development of client testimonials Ability to have an open line of communication to Resiliency Program leadership to surface team information Ability to communicate with various leaders in the business to effect positive change Consistently ensures that business is always conducted with integrity and that behavior aligns with Resiliency Programs core values Must be able to travel, to support clients approximately 15-20% of their timeQualifications A minimum of 3 years of account management or customer success management experience desirable, preferably in the HR services or Software-as-a-Service space or equivalent HR talent platform Exceptional time and project management skills. Ability to manage workload while understanding return on time investment Passionate about problem solving, relationship building and creating customer loyalty by delivering a customer experience second to none Exceptional written and verbal communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively, adjusting to differing audiences within a customer engagement Computer literate; proficiency with Microsoft Office (PowerPoint, Excel, Outlook), experience. Must be able to quickly grasp new technology Ability to work effectively within a fast paced, changing environment that is going through high levels of change Effective time management skills A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities, recommend actions, and follow through to effective resolution Strong results orientation with a proven track record of flawless execution and strong attention to detail Demonstrated customer service orientation. Creates and sustains ongoing forums that encourage two-way communication opportunities Ability to work both independently and within a team environmentLocationWe are headquartered in New Delhi, India. This role is remote W/F/H candidates. Ability to come to the office for company/department collaboration to meet business needs.Perks and Benefits Competitive salary and meaningful opportunity for growth. Paid Parental Leave Employee Referral Bonuses Remote work environment * Flexible Paid Time Off to recharge! Paid Holidays (including your birthday!) Fun, energetic teams to work with those that value suggestions and new ideas Employee Stock Option ProgramResiliency Program is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our team. All your information will be kept confidential according to EEOC guidelines. Based upon business need,

Keyskills :
Account ManagementHR ServicesProblem SolvingRelationship BuildingCustomer ExperienceWritten CommunicationVerbal CommunicationInterpersonal SkillsTime ManagementMicrosoft OfficeCustomer Service OrientationTeamworkCustomer Success ManagementSof