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About Visier, Inc.
Visier, Inc. is a leading provider of people analytics and business strategy solutions. Our innovative technology helps organizations make data-driven decisions, elevate their employees, and drive better business outcomes.
Job Summary
We are seeking a highly skilled Senior Customer Success Manager to join our team. As a key member of our Customer Excellence Team, you will be responsible for driving exceptional customer experiences throughout the post-sales journey.
Key Responsibilities
- Manage a portfolio of customers and conduct proactive outreach to drive high satisfaction and value realization with our solutions.
- In partnership with sales account executives, build strategic account plans for each customer, including business and technical ecosystem analysis, key people/relationship mapping, and value-driven implementation plans.
- Build consultative relationships with customers and work across business and functional units to gain customer insight and build effective partnerships.
- Serve as the primary point of contact for customer escalations and drive resolution through cross-functional collaboration.
- Convert ideas into actionable plans to increase stickiness within customers' organizations.
- Provide industry insights, guidance, best practices, and recommendations to drive customers' strategic outcomes with our solutions.
- Meet assigned customer satisfaction and strategic initiative targets in collaboration with Customer Excellence leadership.
- Pass initial certification exams, maintain expert-level knowledge of our product offerings, and demonstrate expertise to customers.
Requirements
- Fearlessness in emerging technology adoption, with innate curiosity and ability to excel at learning new systems, methodologies, and processes quickly.
- Partnership mentality, building exceptional relationships with customers and cross-functionally, going above and beyond to create exceptional customer experiences.
- Entrepreneurial thinking, understanding how customers fit into the broader marketplace.
- Strong experience as a Senior Customer Success Manager/Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing.
- Proactive identification or anticipation of customer needs prior to them asking.
- Working knowledge of sales and renewal cycles.
- Ability to manage implementation programs for customers newly onboarding and manage a value-driven backlog through the customer journey using a shared resource model.
- Understanding of the relationship between customer teams, management, and stakeholders.
- Domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics.
- Polished, professional, and authentic communication style, with ability to understand stakeholders and adapt communication styles to foster desired outcomes.
- Maintains a calm and focused approach to customers that are overly frustrated.
- Highly detail-oriented and able to manage multiple initiatives and competing priorities simultaneously.
- Organized and methodical with excellent follow-up to meet customer expectations and deadlines.
- Enjoy working in a fast-paced, dynamic, and growing organization, adapting to changes in roles and responsibilities.
- Ability to travel up to 15% as required.
What We Offer
The base pay range for this position in Canada is $107,000 - $130,000 / year + bonus. Compensation will be determined by factors such as relevant qualifications, experience, knowledge, and skills.
