Director, Client Success

| Greater NYC Area

Namely commits to breaking down barriers to make HCM operations simpler while delivering a differentiated client experience. As the Director of Client Success, you will directly manage the group that’s accountable for the client experience with Namely. This includes strategy around client retention, ensuring our clients are optimizing Namely, identifying opportunities to expand the client’s partnership with us, and providing unparalleled client service.

You and your team are seen by our clients as their ‘trusted advisor’ and central to delivering on this commitment, working closely with clients to establish, build and maintain this trusted advisor status, understanding their needs and orchestrating resources from across Namely to service these requirements.  

Responsibilities  

  • Provide the leadership to ensure that clients’ needs are met in all geographic and functional areas from post-sale and throughout their lifecycle at Namely. You will drive passion within your group to improve client satisfaction, retention and profitability.
  • Serve as the team’s leader by managing performance, goal setting, coaching and developing your team to achieve top client experience and growth
  • Drive team results and focus on client success as it links to defining and managing their goals, objectives and expectations
  • Assist clients in realizing the full value of their investment in Namely leading to a direct and positive impact on renewals
  • Develop strong client relationships and serve as the escalated contact for clients at the senior level
  • Develop process for ensuring client readiness for key Namely milestones, conducting quarterly business reviews and serving as the main point of escalation
  • Set and utilize metrics & data to inform decision-making for your group to effectively resolve/manage issues and competing priorities.
  • Collaborate in a complex work environment with comfort interfacing at all levels from internal Namely employees and at our client companies.
  • Partner with Sales with technical and commercial expertise as it links to new client sales pursuits and existing client retentions
  • Build processes, systems and methodologies to lead a developing team to become one of Namely’s organizational assets.
  • Being a strong coach, setting examples for your managers and member of the team

Requirements

  • Minimum of 5-10 years’ experience in a consultative, multi-client account management background through HCM disciplines or a professional services organization
  • At least 5-10 years of direct people management experience in client-facing roles with a track record of attracting, hiring, developing and retaining talent
  • Comfort in overseeing client and internal teams in a matrix structure focused on client success
  • Proven ability to build client relationships, across small to mid-sized organizations and at multiple levels
  • An ability to think strategically while maintaining necessary understanding of the details
  • Troubleshooting and problem solving skills with creative ability to overcome challenges
  • Excellent written and verbal communication skills
  • Strong organization, analytical, and project management skills and the ability to effectively multi-task
  • Exceptional presentation skills and the ability to pull together materials that have a meaningful impact
  • Flexible, team-oriented self-starter who is capable of thriving in a startup environment
  • Demonstrated ability to take ownership and accountability
  • Bachelor’s degree required
  • Some travel required

Nice to Have

  • Industry certifications (i.e. FPC, CPP, CEBS, PHR, SPHR, etc.)
  • Other; Six Sigma, Lean, PMP, BPM 

About Namely

Namely is the first HR, payroll, and benefits platform employees actually love to use. People are at the center of everything we do—from our platform to our staff. Why join us? We believe every company and every employee deserves a great workplace, supported by HR technology they use and love. Most importantly, we believe in giving you the tools you need to do the best work of your career.

 

We invite you to fill out the EEO survey below as part of our ongoing diversity initiatives at Namely. Your participation in the survey is completely optional and voluntary, and none of the information you provide will be considered in the hiring process or with respect to any employment decision made by Namely. Namely will have access only to anonymized data submitted through these surveys.

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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • Google AnalyticsAnalytics

Location

We're in the heart of downtown, just steps away from the major transportation hubs of Fulton Center and The Oculus, nearby tons of great lunch spots!

An Insider's view of Namely

How does your team reward individual success?

In Sales Development, success is more obvious since it is metric based! We have monthly competitions where prizes range from trips to visit our offices, tickets to sales development meetups or visa debit cards. We also carve career paths and give additional responsibilities to successful individuals.

Daisy

Account Executive

How do you collaborate with other teams in the company?

Namely is an inherently collaborative environment. Engineers will work with other departments on a daily basis, ranging from Product to QA to Customer Success. We don't do this just because it is the nice thing to do. We do it because it is vital to collaborate at all levels to solve some of our hardest problems effectively and efficiently.

Sid

Software Engineer

What makes someone successful on your team?

We stay away from rigid lines of growth, allowing for a wide variety of avenues. Whether that path leads you towards management, taking on more responsibility in your current role, or even to an entirely different department, we're focused on what success and growth means for each individual.

Rick

Sr. Manager, Client Operations

What’s the vibe like in the office?

Work hard play hard! We don't work here because it’s easy, we work here because we want to solve challenging problems and make a difference both within Namely and to our clients. The people here are always willing to go above and beyond for their teammates and take a moment to recognize a job well done.

Rhiannon

Product Manager

What are Namely Perks + Benefits

Namely Benefits Overview

• Medical
• Dental
• Vision
• Basic Life Insurance
• Voluntary Additional Life Insurance
• Short Term Disability
• Long Term Disability
• Commuter Benefits (Transit / Parking)
• Flexible Spending Account
• Health Savings Account
• TeleHealth
• Employee Assistance Program
• Travel Assistance Program
• Identity Theft
• Health Advocate
• Mindfulness App

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Our FSA plan allows you to set aside a money on a pre-tax basis (up to $2,650) for qualified Medical expenses.
Disability Insurance
We provide both long-term (60% of monthly salary) and short-term (50% of weekly salary) disability insurance by Guardian.
Dental Benefits
We offer Dental PPO through Guardian with 100% of preventative care covered for in-network and out-of-network.
Vision Benefits
Our vision plan through Guardian includes examinations at $10 copay, lenses/frames at $25 copay and $130 allowance for contact lenses within in-network.
Health Insurance Benefits
We provide Cigna health care plans for PPO, PPO Buy-up, and HSA. All preventative care is covered and have an employer contribution of $350 ($700 family) for the HSA plan.
Life Insurance
We offer basic life and AD&D insurance for beneficiaries at 1x an employee's annual salary for the duration of employment.
Pet Insurance
We partner with Nationwide to offer pet insurance that is covered by the employee.
Wellness Programs
We have an Employee Assistance Program, eMindful for virtual mindfulness sessions, Compass for professional health services, HealthiestYou for free app consultations, among Namely Life initiatives.
Retirement & Stock Options Benefits
401(K) Matching
Our 401k retirement plan provided by Empower matches 50% of an employee's contributions of up to 5% of the employee's of their base salary.
Company Equity
We offer company equity to all full-time positions over a four-year vesting period.
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 12 weeks of paid leave for full-time employees of a year, and 9 weeks paid leave for full-time employees of 6 months.
Flexible Work Schedule
We're flexible and want you to work in the best way you know how—be it sitting or standing, 9 to 5 or burning the midnight oil. We’re here to do great things, and we want you to jump right in.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Our vacation policy is flexible
Paid Volunteer Time
We encourage employees to give back with paid volunteer time through our company-organized volunteer activities.
Paid Holidays
We offer all employees paid time off to observe all major holidays within our calendar year.
Paid Sick Days
Paid sick days are unlimited granted approval from the employee's manager.
Perks & Discounts
Beer on Tap
We have beer on tap from local brews at all time.
Casual Dress
We want you to feel comfortable and your best self when you come to Namely. Wear anything appropriate but be sure to look your best and professional for clients.
Commuter Benefits
We provide pre-tax commuter benefits for all full-time employees to pay for mass transit expenses, such as metro, train, bus and carpooling/ridesharing.
Company Outings
We have company-wide annual holiday parties, summer events for all full-time employees, among other team-specific outings.
Game Room
We have a dedicated game/arcade room with ping pong, foos ball, skee ball, air hockey, video games, piano/guitar, karaoke and more, for all employees to use whenever they need a break!
Stocked Kitchen
We have a full stocked kitchen with unlimited snacks, fruits, coffee, tea, and La Croix. We also take ongoing requests through our kitchen bulletin board!
Parking
We offer the ability to pay for parking with pre-tax contributions.
Recreational Clubs
Our Namely Life initiatives include many clubs for sports, book clubs, activities and more!
Fitness Subsidies
We partner with PeerFit to provide employees credits on a monthly basis to classes at major gyms/studios in the area.
Professional Development Benefits
Job Training & Conferences
We offer a $1,000 stipend for professional development opportunities of your choosing.
Diversity Program
Our diversity and inclusion committee, DiveIN is driven to foster a culture where ideas and experiences are enriched by our differences through ERGs, cultural events, and unconscious bias training.

Additional Perks + Benefits

As one of our company values (Namely Cares), social responsibility is important to us and we encourage employees to actively take part in our Namely Cares initiatives, company-sponsored volunteer activities as well as opportunities to enroll in payroll deductions through BrightFunds.

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