Senior Customer Success Manager

Summary

Join Deel as a Senior Customer Success Manager and play a pivotal role in ensuring customer success with our new Global Payroll product. You will provide expert guidance and support, focusing on payroll needs and compliance. This role requires deep understanding of payroll processes and regulations, along with exceptional communication and relationship-building skills. You will conduct product training, build customer relationships, monitor key performance metrics, and provide compliance support. Collaboration with sales and product teams is crucial for identifying improvement areas and driving customer success. Deel offers competitive pay and benefits, including remote work flexibility and additional perks.

Requirements

• Experience: Minimum of 3 years of experience in customer success, account management, or a related field, preferably within the HR or payroll industry
• Global Payroll Expertise: In-depth knowledge of global payroll processes, regulations, and compliance requirements across multiple countries. Ideally, within an Enterprise setting
• Customer-Centric Mindset: Demonstrated passion for delivering exceptional customer service and building long-term relationships with clients
• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex concepts in a clear and concise manner
• Problem-Solving Skills: Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving customer issues
• Team Player: Ability to collaborate effectively with cross-functional teams, including sales, product, and operations, to drive customer success initiatives
• Adaptability: Flexibility to thrive in a fast-paced, dynamic environment and adapt to evolving business needs and priorities

Responsibilities

• Conduct comprehensive product training sessions for customers to maximize their understanding and utilization of the Global Payroll platform
• Build and maintain strong relationships with assigned Enterprise customers, serving as their advocate within Deel and proactively addressing their needs and concerns
• Monitor key performance metrics and milestones for assigned accounts, identifying areas for improvement and implementing strategies to drive success
• Provide expert guidance and support to customers on payroll compliance matters, ensuring adherence to local regulations and best practices
• Gather customer feedback and insights to inform product enhancements and improvements, collaborating with the product team to prioritize and implement changes
• Collaborate with the sales team to identify opportunities for contract renewals, upsells, and cross-sells, leveraging customer success stories and ROI data
• Stay updated on industry trends, regulations, and best practices related to global payroll and customer success, and share knowledge with the team to drive continuous improvement

Preferred Qualifications

• Technical Proficiency:Familiarity with HRIS, payroll software, and other relevant tools is preferred
• Bachelor's degree in business administration, human resources, or a related field is preferred

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available