Client Success Manager
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About the Role
Responsibilities:
Namely's Client Success Manager is responsible for leading a team of Namely Support Leads and Namely Support Consultants. This role reports to the Senior Manager of Client Success. The Manager will lead the execution of the Client Success client and people strategy. The individual will also contribute to process improvement, training and staffing decisions. As such, the Manager will play a key role in building and directly managing the team responsible for ensuring our new and existing clients have the best possible experience with Namely products and services.
Responsibilities:
- People management responsibilities include hiring, managing performance, goal setting, coaching and developing your team, and as well as day-to-day resource allocations to achieve client experience requirements
- Maximize the client’s experience by connecting client business and people strategy to Namely’s products
- For designated clients, establish and maintain executive relationship management, strategic account planning and internal advocacy to create many-to-many relationships between the client and Namely
- Contribute to client strategy development and ensure execution of client strategy within your assigned team/clients according to Namely standards. Assess client satisfaction and attrition risk, and maintain accurate attrition forecasting for assigned book of business. Contribute to the development, ongoing assessment of, and maintenance of key service and satisfaction metrics
- Leverage client feedback to improve services and the client interaction model by collaborating with leadership teams across departments with the goal to improve internal and external processes to benefit the client experience
- Maintain a deep understanding of the HR tech and HR outsourcing industry to facilitate proper competitive positioning with assigned clients in retention and satisfaction discussions
- Project manage service recovery plans for complex escalated client issues; collaborate with internal teams as appropriate to meet client needs
- Bachelor’s Degree required
- 5+ years experience managing clients in HCM software or HR services
- 2+ years experience managing a team of subject matter experts in Payroll, Benefits, Performance Management, and/or Compensation
- 2+ years in Payroll Experience
- Track record of cultivating teams who provide the highest level of customer service with uncompromising integrity
- A blend of big-company business and process management experience, with the ability to translate needs to entrepreneurial/startup organizations
- Able to juggle multiple priorities and know when to delegate, and when to take direct ownership. Ability to effectively prioritize and re-prioritize as needed to meet changing business objectives and requirements
- Strong recruiting and team-building skills
- Business acumen, critical thinking, complex problem solving skills and independent judgment are a must
- Ability to recommend and deploy solutions to solve business problems
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