OneSource Virtual

Senior Customer Success Manager

OneSource Virtual

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Handling overall responsibility for managing the customer relationship.
  • Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services.
  • Acting as a liaison between the customer and varying OSV service delivery areas.
  • The focus is ensuring services adoption and capturing feedback.
  • Developing success plans for customers that outline their critical success factors, metrics and measures for success, potential issues, and provide recommendations.
  • Prioritizing and driving resolution on escalated customer challenges.
  • Promoting opportunities for two-way communication.
  • Monitoring and facilitating the customer’s adoption of OSV services and solutions, as well as adoption of the workday technology.
  • Leveraging customer relationships as needed for prospect references.
  • Keeping customers informed of process and procedural changes.
  • Demonstrate competency in the Workday product suite - Financials, HCM, and Payroll.
  • Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction.

Requirements

  • 2-5 years in a customer facing services role (consulting or account management)
  • Proven ability to collaborate and build strong relationships with customers, especially at the executive level.
  • Proven ability to engage across corporate functions (Services, Professional Services, Product Management).
  • Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
  • Bachelor’s degree required or equivalent experience.
  • Excellent organization, time management, and communication skills.
  • Service industry experience a plus.
  • Up to 30% travel
Benefits
  • values-based culture
  • upward mobility
  • professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Workday FinancialsWorkday HCMWorkday Payroll
Soft Skills
customer relationship managementcommunication skillsorganizational skillstime managementcollaborationproblem resolutioncustomer satisfactionrelationship building
Certifications
Bachelor's degree