Dayforce · 1 week ago

Sr. Customer Success Manager

United States

Full-time

Remote

Senior Level

7+ years exp

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Software Development

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Responsibilities

Lead partnering with customer on development of joint customer success plans, value plans and other essential customer assets. Review and maintain such joint assets on a regular basis, contribute to ingoing improvement and evolution of such assets, maintain regular monthly and quarterly cadence and facilitating executive success reviews

Conduct regular customer meetings with accounts within designated portfolio in accordance with governance framework and leading industry trends

Orchestrating partnership with the sales teams, services teams and partners to ensure success of Dayforce opportunities within the customer base. Proactively identify revenue opportunities and leads and pass them on to sales for execution

Leading preparation and presentation of business proposals, analyzing commercial data and making commercially sustainable, profitable recommendations

Generating revenue as and when required, from existing customer base, by for example: Recommending/promoting value added services, participating in sales performance incentive programs

Developing account and territory plans for designated customers, maximizing growth potential, customer maturity progression, improving retention and on time renewals, and securing advocates and referenceable customers

Maintaining a high level of customer retention rate based on strong customer satisfaction, making sure customers are reference-able for new sales prospects

Work closely with customers at all levels of management to build trust and confidence in Dayforce’s suite of products and services

Contract management and negotiation

Anticipate customers future requirements and provides broader industry/vertical/geo insights based on external and internal information

Maintaining customer details in Salesforce and help evolve our CRM setup to meet ongoing changing needs of the business

Customer’s first line of escalation for commercial, business and relationship issues, working and coordinating with key delivery groups to meet the customer’s needs

Orchestrating internal functional and delivery groups to deliver required customer outcomes and results, coordinating the quality and timeliness of all customer communications

Identify solutions for greater and faster time to value through the understanding of customer requirements, external context, and researching the options available in our product and service offerings

Manage regional User Groups, attendance at customer days, case studies and testimonials

Qualification

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SaaS Industry KnowledgeHR Tech KnowledgePayroll Industry KnowledgeStakeholder ManagementMS OfficeSalesforce CRMHCM SoftwareEngagement ManagementProblem-SolvingRelationship BuildingCommunicationTime Management