Customer Success Manager II, Payroll

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish trust through personalized, live video interactions at every stage of the customer lifecycle.

• Facilitate renewal discussions, enhance SaaS revenue, and implement strategies to prevent churn and downsell.

• Aggregate client insights, challenges, and product utilization to advocate for customer interests.

• Serve as an authority on the Payroll Product Suite, Employee Cloud, Core POS, and partner integrations.

• Oversee complex technical issues to successful resolution in collaboration with cross-functional teams.

• Evaluate technology stacks and workflows to suggest enhancements to payroll processes.

• Track product usage metrics and deliver focused presentations, training, and educational sessions.

• Clarify intricate technical messages so that customers can fully appreciate the service's value.

• Utilize AI and internal resources to streamline workflows and enhance customer support.

• Ensure accurate CRM data management, calendar oversight, and reporting.

• Continuously deepen domain and product expertise.

• Manage around 500 locations and provide rotational support for over 3,000 shared regional locations within a team of six.

⛳️ Requirements

• A minimum of 2 years of Account Management experience focusing on customer satisfaction, churn reduction, and business operations.

• In-depth knowledge of B2B payroll processes and basics, such as pay cycles, federal and state regulations, accounting and reporting, calculations, benefits, and deductions.

• Extensive customer-facing experience in Payroll and Tax Operations.

• Experience in case/queue management with strong organizational skills, data hygiene, and prioritization capabilities.

• Ability to work autonomously and handle competing priorities in a dynamic environment.

• General technical proficiency across various software platforms.

• Documented success in meeting and surpassing objectives.

• Self-motivated individual capable of working independently and managing complex customer situations.

• Strong professional presence in virtual settings.

• Exceptional written communication, negotiation, presentation, organizational, and persuasive skills.

• Adaptability and flexibility in a fast-paced, evolving environment.

• A critical and innovative problem-solving approach.

• FCP or CPP certifications are desirable but not mandatory.

• 1+ years of experience with POS software, preferably in the service sector, is a bonus.

• Project Management experience is a plus but not required.

• Experience in the Tech or SaaS industry is beneficial but not necessary.

• Familiarity with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack is advantageous but not essential.

🏝️ Benefits

• Competitive base salary.

• Cash compensation that may include overtime and bonuses/commissions if applicable.

• Equity opportunities.

• Comprehensive benefits and total rewards package.

• Flexible benefits tailored to support a healthy lifestyle and evolving needs.

• Access to AI tools across various disciplines to facilitate work.

• Reasonable accommodations for individuals with disabilities.