2 days ago Be among the first 25 applicantsWho are we?Humanforce's vision is to make work easier and life better for frontline and flexible workforces.Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centred, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Payroll, and Wellbeing.Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world's talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.Who Are YouAs our Strategic Customer Success Manager at Humanforce, you will serve as the primary liaison for our key enterprise clients, focusing on enhancing customer satisfaction, retention, and revenue growth through a proactive and strategic approach to customer success. This role is essential in fostering robust relationships and becoming a trusted advisor, empowering customers to recognise and maximise the value of our products.What You Will DoStrategic Account Planning:Craft and implement strategic account and success plans tailored for our key enterprise clientsRecognise business goals, obstacles, and avenues for growthEnsure plans are in sync with the sales strategy to unlock maximum revenue potentialSales Collaboration:Collaborate closely with the Account Management team to gain insight into the customer journey, encompassing their buying processes, pain points, and opportunities for expansionShare valuable insights and feedback to bolster Account Management initiatives, working together on account strategies and sales campaignsValue Delivery and Nurturing:Consistently showcase and articulate the value of our Humanforce products, ensuring customers achieve their desired outcomesProactively cultivate customer relationships through regular check-ins, business reviews, and value-added interactionsExpansion and Upselling:Identify opportunities for upselling and expanding accounts by developing a profound understanding of customer needs and usage trendsTeam up closely with our AM crew to stimulate revenue growth and expansion across our customer networkRetention and Renewals:Adopt a proactive stance on customer retention by monitoring health metrics, pinpointing at-risk accounts, and executing retention strategiesSteer the renewal process by showcasing ongoing value and addressing any concerns or objections that may ariseCustomer Advocacy:Serve as a trusted advisor and champion for customers within the organisation, advocating for their interests and prioritiesUtilise customer success stories and testimonials to enhance credibility and support sales and marketing effortsTraining & Enablement:Deliver training and enablement support to customers, ensuring they fully comprehend and leverage our productsCustomer Satisfaction and Loyalty:Track and analyse customer satisfaction and loyalty metricsDevise strategies to enhance customer satisfaction and nurture long-term loyaltyProduct Feedback and Development:Collect and convey customer feedback to the product development team to spur product enhancements and improvementsCritical Account Escalations:Address and resolve customer requests and issues, involving relevant stakeholders as needed to ensure a positive outcomeWhat You'll NeedBachelor's degree or an equivalent level of experienceProficient in Software as a Service (SaaS) and Human Resource Management (HRM) productsExtensive experience in customer success or account managementCustomer-oriented, possessing strong problem-solving, analytical, and critical thinking skillsAble to exercise sound judgment, function competently in a dynamic environment, and work independentlySkilled in fostering robust relationships and serving as a trusted advisor to clientsOur valuesWe are boldWe are all inWe are customer obsessedWe do what we sayWe are good humansOur approach to flexibilityWe are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms.BenefitsA flexible working environmentThe opportunity to be part of a fast-growing tech companyA focus on development with access to Go1Paid parental leave and Quarterly Wellbeing DaysEmployee talent referral scheme (know great people, be rewarded)A fun and friendly culture working with passionate and talented peopleA work environment where you can genuinely improve the world of work!We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer ServiceIndustriesIT Services and IT Consulting
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