CUSTOMER SUCCESS MANAGER

Customer Success Manager

Overview

HCM TradeSeal is a technology specializing in working with companies to integrate their payroll to produce accurate Prevailing Wages, Certified Payroll and Union Reports.

HCM TradeSeal helps employers mitigate risk and save money on their payroll, costing and reporting cycle.

Job Brief

HCM TradeSeal is seeking a proactive and customer-focused Customer Success Manager to join our team. The ideal candidate will excel in building strong relationships with clients, ensuring their successful transition from implementation to ongoing support, and driving long-term customer satisfaction.

As a Customer Success Manager, you will be the key point of contact for our clients, helping them maximize the value of HCM TradeSeal's solutions by understanding their unique needs, providing expert guidance, and ensuring they achieve their desired outcomes.

Your ability to work independently, combined with your commitment to customer success, will be crucial in fostering lasting partnerships and driving business growth.

Responsibilities

• Customer Support : Attend to customer support tickets with a focus on resolving issues efficiently while maintaining a high level of communication and organization.
• New Customer Onboarding : Focus on the customers needs during the critical transition from implementation to ongoing support, ensuring clear ownership and accountability for each clients success as they move into the support phase.
• Customer-Centric Approach : Continuously think about the customers needs, ensuring theres clear ownership and accountability for each clients success throughout their lifecycle with the company.
• Proactive Customer Engagement : Regularly meet with customers to proactively address their needs, track progress, and facilitate productive discussions that drive customer success and satisfaction.
• Expertise in HCM and SaaS : Leverage experience in Human Capital Management (HCM) and Software as a Service (SaaS) to better understand and address customer-specific challenges.
• Trend Analysis : Identify and analyze common trends in customer feedback, support tickets, and interactions to continually improve the customer experience and anticipate future needs.
• Rapport Building : Foster strong relationships with customers, building trust and rapport that contribute to long-term partnerships.
• Organized Communication : Maintain clear and consistent communication with customers, ensuring that all interactions are documented, and follow-ups are managed in an organized manner.

Requirements

At minimum, the a candidate for this position will posses the following :

• Proven experience in Human Capital Management (HCM) and Software as a Service (SaaS) environments, with a deep understanding of customer challenges in these areas.
• Experience in managing a Customer Support or Customer Success Team, preferred.
• Demonstrated success in a customer success, account management, or similar role, with a track record of managing customer journeys from implementation to support.
• Exceptional verbal and written communication skills, with the ability to clearly articulate ideas and solutions to both customers and internal teams.
• Ability to proactively identify customer needs, anticipate potential issues, and address them before they escalate.
• Highly organized, with the ability to manage multiple customer accounts and projects simultaneously, ensuring timely follow-ups and thorough documentation.
• Strong analytical skills with the ability to identify common trends in customer feedback and support issues, and develop effective strategies to address them.
• Proven ability to build and maintain strong relationships with customers, fostering trust and long-term partnerships.
• Experience handling customer support tickets and resolving issues efficiently, while maintaining a focus on customer satisfaction.
• Ability to identify opportunities for customer growth and collaborate with management to develop strategies that enhance the customer experience.
• Comfortable working with CRM systems, customer support platforms, and other relevant tools to manage customer interactions and track progress.
• A bachelors degree in business, communications, or a related field is preferred.
• Ability to thrive in a fast-paced, dynamic environment, adapting quickly to changing customer needs and company processes.
• Manage customer accounts and responsibilities autonomously, demonstrating self-motivation, initiative, and the ability to prioritize tasks effectively.
• Capable of working independently and expanding the Customer Service Department in alignment with the company's growth
• Minimum of 2 years experience in a Customer Service or Customer Success Role, required.

Disclaimer : HCM TradeSeal complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, religion, or sex (including pregnancy, sexual orientation, and gender identity).

HCM TradeSeal is an equal opportunity employer.