Ceridian – Customer Success Manager – Remote, Australia

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Job Description

Ceridian – Customer Success Manager

About the opportunity 
Reporting to the Manager, Customer Relationships the CSM has 3 major functions:

  • Growth | Identifying extension sales opportunities within the customer base
  • Retention | Relationship & Commercial Management
  • Advocacy | Be the Trusted Customer Partner to enable retention & reference-ability

What you’ll get to do

  • Growth
    • Assist in the development of strategic value plans for Major and Enterprise accounts with a view to identifying a path to Dayforce
    • Conduct regular account meetings with accounts within your portfolio – following the governance framework
    • Work collaboratively with the sales teams (APJ/EMEA/NA) to ensure the success of Dayforce opportunities within the customer base
    • Strong customer management, commercial, technical, and business acumen combined with passion and strength for building robust customer relationships with C-level leaders
    • Preparation and presentation of business proposals
    • Generating revenues from existing customer base, by recommending/promoting value-added services, upgrades, upselling into new solutions, and consulting services.
    • Developing and executing a customer satisfaction engagement plan for key customers to maximize growth potential, retention, and advocacy
  • Retention & Advocacy
    • Maintaining a high level of customer retention rate based on strong customer satisfaction, as well as making sure customers are reference-able for new sales prospects.
    • Managing and maintaining up-to-date customer contracts and renewals, reflecting the services engaged for and the expectations of the customers.
    • Acting as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customers’ expectations.
    • Work closely with customers at all levels of management to build trust and confidence in Ceridian’s suite of products and services
    • Contract management and negotiation
    • Work to understand customer needs and likely future requirements
    • Maintaining customer details in the Sales Force
    • Ensure customers are fully informed about the Ceridian Messaging and Strategy
  • Customer Management
    • Customer’s first line of escalation for commercial, business, and relationship issues, working and coordinating with key delivery groups to meet the customer’s needs.
    • Coordinating and working with internal functional and delivery groups to deliver required customer outcomes and results, coordinating the quality and timeliness of all customer communications.
    • Identify solutions through the understanding of customer requirements and researching the options available in our product and service offerings
    • Manage general customer issues
    • Manage regional User Groups, attendance at customer days, case studies, and testimonials

What’s in it for you

  • Encouragement to be the best version of yourself at and away from work:
    • YOUnity diversity and inclusion programs
    • Amazing time away from work programs
  • Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
  • Recognition for your contributions through excellent pay, perks, and rewards
  • Giving where you’re living: volunteer days, Ceridian-sponsored events, and our very own charity, Ceridian Cares
  • Opportunities to fuel your career growth through numerous internal and external programs and events

Skills and Experience we value

  • At least 5 years of experience working in account management, and customer success preferably within the HR or Payroll industry
  • Understanding of customer service processes and expectations
  • Ability to build relationships with a number of stakeholders across the business
  • Tenacity to see issues through to resolution
  • Professional presentation and communication
  • Excellent communication skills both written and verbal.
  • Preferably tertiary and/ or professional qualifications in business.
  • Demonstrated proficiency in MS Office.
  • Self-starter and able to work with minimal supervision
  • Drive to achieve targets and goals
  • A can-do attitude and willingness to put in the time and effort to get results
  • Ability to work with customers across all levels
  • Team player who will drive personal as well as team success