Location: The successful candidate will have the opportunity to work in a hybrid environment; working remote as well as at the closest office location
About the opportunity
This role will be helping us achieve CS Organization mission and the following objectives
What you’ll get to do
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
Demonstrate strong customer management, commercial, technical, and business acumen combined with passion and strength for building executive level customer relationships
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
Operational excellence and ongoing improvement of managing and maintaining up-to-date customer contracts and renewals, reflecting the services engaged for and the expectations of the customers
Acting as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customer’s expectations
Work closely with customers at all levels of management to build trust and confidence in Ceridian’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
Ensure customers are fully informed about the Ceridian Messaging and Strategy
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
Anticipate and manage customer issues
Manage regional User Groups, attendance at customer days, case studies and testimonials
Contribute to growing our Ceridian Customer Communities
Participate or lead team projects and initiatives
Collaborate and lead initiatives cross functionally
Support new hires during onboarding, ongoing mentorship for colleagues
Skills and experience we value
7+ years’ experience in customer facing role
Preferably Bachelor’s Degree plus 7 years related experience, or equivalent combination education and related experience
Foundational knowledge of customer success in SaaS industry, HR tech or Payroll industry
Understanding of customer service processes and expectations
Ability to build relationships with a number of stakeholders across the business internally and externally
Executive presence, confidence and credibility
Excellent communication skills, written and verbal
Proficiency in using MS Office, Salesforce CRM or similar tool
Familiarity with HCM software features and current competitive landscape
Manage multiple, concurrent ongoing engagements and prioritize competing priorities
Deliver high quality service in a fast-paced environment
What would make you really stand out
Customer-focused mindset with a dedication to delivering value and satisfaction
Team player who fosters collaboration and contributes to a positive work environment
Self-starter and able to work with minimal supervision
Results driven with good balance of relationship and task orientation
Systems thinker, purposeful and decisive
Communicates with authenticity, courage and composure
Hiring Manager: Wendy Dorosz
Recruiter: Rishta Bhirugnath
Grade: 9
Ceridian
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