Referral Jobs (askreferral.io)

Senior Payroll Customer Success Manager

Referral Jobs (askreferral.io)

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Europe

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Salary

💰 $37,280 - $83,880 per year

Job Level

Senior

About the role

  • Develop deep understanding and expertise for Remote Payroll and HR product(s) and services
  • Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services.
  • Long-term customer relationship management, ensuring the success and satisfaction of payroll customers.
  • Own client retention & expansion, within payroll product and services.
  • Identifying upselling & cross-selling opportunities, managing campaigns and product promotion and introducing new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity and HRIS)
  • Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) product(s).
  • Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements.
  • Work closely with the Payroll, Product and Sales team to help ensure the right expectations are set for payroll customers.
  • Educate and train customers on key payroll information and processes to set them up for success.
  • Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues.

Requirements

  • Extensive expertise in CSM or account management roles, in the international Payroll/HR tech space, ideally within Global Payroll and HRIS products and high-tech environment.
  • Solid knowledge of Global Payroll and HR Tech software and tools, with a strong understanding of the global HR Tech environment.
  • Experienced in overseeing cross-department programs, with excellent organizational abilities to support multiple and complex projects, priorities and to manage stakeholders simultaneously.
  • Proven track record of onboarding, growing, retaining and developing customers
  • Clear ability to identify, engage, and build strong relationships with key stakeholders across different levels of the customer organizations.
  • Excellent verbal and written communication and demonstration skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations.
  • Demonstrate strong ownership and initiative, with the ability to independently drive complex HR/Payroll projects forward, communicate effectively with stakeholders, without the need for close supervision.
Benefits
  • work from anywhere
  • flexible paid time off
  • flexible working hours (we are async)
  • 16 weeks paid parental leave
  • mental health support services
  • stock options
  • learning budget
  • home office budget & IT equipment
  • budget for local in-person social events or co-working spaces
Applicant Tracking System Keywords

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

Hard Skills & Tools
Global PayrollHRISPayroll servicesCustomer journey managementUpsellingCross-sellingCustomer feedback analysisOnboardingCustomer retentionStakeholder management
Soft Skills
Customer relationship managementOrganizational abilitiesCommunication skillsPresentation skillsOwnershipInitiativeProblem-solvingInfluencing skillsTrainingCollaboration