Hcm Customer Success Manager - Chandler, Az - On Site

Job Summary
As an HCM Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers. You will be responsible for building strong, long-term relationships with our clients, helping them to maximize the value of our HCM solutions, and ensuring they achieve their desired outcomes. You will act as a trusted advisor, guiding customers through their journey with our products and services. The CSM will serve as the primary point of contact for these customers from the time of sale through the full customer lifecycle (implementation, renewals, etc.). The CSM will share information, provide support, identify training opportunities, drive product adoption, and gather feedback on our product and service offerings. Additionally, the position will oversee the revenue retention and growth for the HCM business and subsequent quotas may apply. This role requires a highly organized, dynamic, and responsive individual who can wear the hats of a project manager, a technical and strategic advisor, a relationship builder, and an account manager, and who cares deeply about
delivering a fantastic customer experience.

Responsibilities Customer Relationship Management: Act as primary point of customer contact, Develop and maintain strong relationships with key stakeholders within customer organizations to ensure their success and satisfaction with our HCM solutions.  Drive day to day engagement and field customer escalations as needed.Onboarding and Implementation: Assist customers in the onboarding and implementation process, providing guidance and support to ensure a smooth transition and successful adoption of our solutions.Prepare and run regular customer meetings, including tactical check-ins and strategic business reviewsDevelop and implement a plan to provide proactive guidance/communication, i.e. outages, critical failures, etc.Coordinate demonstrations of products & services that fit customer needsProduct Expertise: Develop a deep understanding of our HCM products and services to effectively address customer inquiries and provide strategic recommendations.Customer Success Planning: Create and execute customer success plans tailored to the unique needs and goals of each customer, ensuring they achieve their desired outcomes.Proactive Support: Monitor customer usage and engagement, proactively identifying opportunities for improvement and addressing potential issues before they escalate.Update clients on training sessions and workshops to educate customers on best practices, new features, and enhancements to our HCM solutions.Feedback and Advocacy: Act as the voice of the customer, providing valuable feedback to internal teams to drive product improvements and enhancements.Performance Metrics: Track and report on key performance indicators (KPIs) related to customer success, such as customer satisfaction, retention, and product usage.Collaboration: Work closely with cross-functional teams, including sales, product development, and support, to ensure a seamless customer experience.QualificationsBachelor's degree or an equivalent combination of training and experience5-10 years of experience in customer success, account management, or a related role, preferably in the HCM or SaaS industry.Strong understanding of HCM solutions and best practices.Excellent communication and interpersonal skills.Proven ability to build and maintain strong customer relationships.Strong problem-solving and analytical skills.Strong sense of urgencyPresence to lead executive level meetingsSelf-motivated and the ability to drive results cross-functionallyAbility to work independently and as part of a team.Proficiency in CRM software and other customer success tools.Ability to travel as needed.PrismHR is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application. PrismHR also provides professional services including system implementation consulting, custom configurations, and training. Lastly, via the Company's Marketplace platform customers and end users access other human resources and employee benefits applications from PrismHR's Marketplace Partners. Diversity, Equity and Inclusion Program/Affirmative Action Plan:
We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential. At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion.
Ensuring an inclusive environment for our employees is an integral part of the PrismHR culture. We aren't just checking a box, we are truly committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone. This is essential to our success. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about our roles but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for these open roles or other open roles. We particularly encourage applicants from traditionally under-represented groups as we seek to increase the diversity of our workforce and provide fair opportunities for all.
As a proud Equal Opportunity and Affirmative Action Employer, PrismHR encourages talent from all backgrounds to join our team. Employment decisions are based on an individual's qualifications as they relate to the job under consideration. The Company's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.
The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers. Privacy Policy: For information about how we collect and use your personal information, please see our privacy statement available at https://www.prismhr.com/about/privacy-policy.


PrismHR provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at PrismHR: ******** . Please indicate in the subject line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response. #LI-ML1