G-P is hiring a
Strategic Customer Success Manager

Summary

The job is for a Customer Success Manager at G-P, a company that provides a Global Employment Platform™. The role involves managing post-sales activities, developing relationships with customers, driving revenue growth, advocating for the customer within the company, and maintaining product knowledge. The ideal candidate should have 5-7 years of experience in Customer Success, Account Management, Business Development, or another customer-facing role.

Requirements

• 5-7 years of experience in Customer Success, Account Management, Business Development, or another customer-facing role
• Demonstrable experience in driving significant sustainable account growth
• Experience with project management, account business planning and prioritization across multiple accounts at any given time
• Experience with Salesforce, CSM/CRM tools
• Demonstrable experience in thought leadership and process improvements to maximize the customer experience

Responsibilities

• Manage all post-sales activity for G-P’s customers through strong onboarding, progressive adoption activities, operational day to day support, relationship-building, product knowledge, planning and execution
• Develop a trusted relationship with key customer contacts by delivering consistently responsive and best in class customer service; being customer-focused and consistently honoring commitments
• Fully accountable for customer retention by conducting regular check-in calls for tactical items and performing strategic business reviews, with the ultimate focus on minimizing churn
• Develop deeply intimate knowledge of our customers’ business, roadmap, strategies, initiatives, goals through strategic business reviews
• Educates decision makers of assigned accounts on G-P’s value proposition aligned to customer's business objectives and articulates how G-P solutions can help them achieve their business outcomes
• Proactively seek out and be fully accountable for revenue growth of your customers through expansion, cross-sell, and up-sell opportunities through both inbound and outbound approaches; continuously expanding key customer contacts to unlock potential of how G-P’s products can support across the customers’ business
• Establishes the competitive advantage by developing value-proposition presentations and specialized business plans for customers that drive business outcomes align the right solution for customer needs to generate expansion opportunities
• Responsible for the 'win-back' strategy for strategically selected former customers after they leave G-P. Outreach includes continuing to understand the Customer's business goals, identifying opportunities for re-sale and selling G-P’s evolving services
• Function as the “voice of the customer” and influence the decision making of internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers
• Proactively identify customers who would have good references and work with Marketing to create case studies

Preferred Qualifications

• Comfortable with technology
• Innate ability to influence even the most challenging of customers
• Self-motivated with the ability to own and drive initiatives to completion; capable of taking full ownership over their work when required
• Assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible; ability to think strategically and execute tactically
• Best-in-class interpersonal skills, with the ability to quickly build rapport and establish trust and understanding of customers, professionals, global partners, and cross-functional teams at G-P; natural ability to leverage relationships to drive growth
• Best-in-class communication and presentation skills; able to communicate with all levels effortlessly and effectively and with demonstrable experience in influencing C-level executives; outstanding listener and empathetic
• Has an unwavering business perspective when assessing situations and making decisions, with exceptional ability to understand how those decisions will impact the business internally and the customer objectives?
• Driven by passion for customers, be it making them successful in all dealings with G-P or retaining their business if possible
• Preferred experience in SaaS or HCM, and knowledge of EOR/global expansion industry