Job Description

Great Place to Work – Customer Success Manager

About Us

Great Place To Work® is a global people analytics and consulting firm that helps companies of all sizes produce better business results by focusing on the work experience for every employee – our research shows there’s a clear and direct relationship between employee engagement and financial performance. Over the past 25 years, we have captured the views of more than 100 million employees globally, helping organizations around the world identify and build high-trust, high-performance cultures. Powered by decades of research, Emprising®, our Software-as-a-Service survey and analytics platform, empowers companies with access to the assessments, data, and real-time reporting needed to help them create a meaningful impact on their business, their people, and their culture. Through our Certification™ program, we recognize outstanding workplaces and produce Fortune’s annual list of the 100 Best Companies to Work For®, as well as a variety of other Best Workplaces™ rankings in the United States and in more than 60 other countries. Everything we do is driven by our mission: to help every place become a great place to work For All. Great Place To Work is proud to be Certified™ as a Great Place To Work by our employees!

In 2021, Great Place To Work® was acquired by UKG (Ultimate Kronos Group). As a leading global provider of HCM, payroll, HR service delivery, and workforce management solutions, UKG believes organizations succeed when they focus on their people. UKG has more than 15,000 employees around the globe and is known for its inclusive and supportive workplace culture, and best-in-class rewards and benefits.

About the Position

Customer Success Managers (CSMs) connect our customers to the Great Place To Work ecosystem from point of sale. The CSM team works transparently in a cross-collaborative and highly integrated environment. CSMs are directly responsible for ensuring our customer’s desire to renew and leverage our technology, our partnership with our parent company UKG, our research, and our recognition to create a seamless and meaningful experience for all of our customers. CSMs are committed to the continuous improvement of the customer journey both in terms of their individual growth in the role and in advocating for process improvements with our Technology, Marketing, and Recognition teams. CSMs are self-starters with a strong sense of personal responsibility, a demonstrated ability to give and receive feedback with care, and great listeners who enjoy the challenge of customers with complex internal stakeholders.

This Customer Success Manager IV position is responsible for the overall well-being of our global customers by supporting them to set up and maximize the features of Emprising™, acting as a connection point to our Licensees, and our research, and enabling these customers to take full advantage of the value proposition of Great Place To Work® Certification™ and Brand. This position plays an integral role in the adoption of Emprising™, our employee experience survey and culture management tool. The ideal candidate for this position would be an experienced customer success manager. You are motivated by being of service to others, you are curious about people, and enjoy applying what you learn to create a great experience for your customers. You like to ask questions seeking to get a clear understanding of a customer’s needs and work tirelessly to pre-empt them. You exercise great judgment in prioritizing your customer load and thrive in complexity. You like to own your portfolio of customers but enjoy being part of a broader team and having supportive leadership. You are not afraid to take a lead in solving a problem that impacts multiple stakeholders and is not too proud to bring others in to support when needed. You think strategically, build relationships across the company and with customers (virtually) at all levels, and act with comfort in ambiguity and with technology.

Key Responsibilities

Trusted advisor working on a complex high-touch portfolio of customers on the Customer Success team that are global in nature (which requires flexibility related to time zones and working hours)
Expert resource on the Emprising™ platform and all Great Place To Work products and services
Frame Emprising’s value in a way that supports customer’s goals for working with Great Place To Work and fully leverages Certification™ and/or recognition
Own onboarding, advising, training, and checking in with customer portfolio
Communicate complex processes and procedures, best practices in survey design and data structuring, to customers in a way that is easy to understand and apply
Develop an account management strategy to ensure retention and expand partnerships through upsells and cross-selling with our Account Managers
Document customer feedback for areas of dissatisfaction/improvement and relay that information to the Product Team, Account Managers, and key stakeholders (as appropriate)
Proactively provide updates and relevant information on product changes/updates, bugs, Great Place To Work events/research/Recognition program to customers
Liaise with Great Place To Work Licensees to support a seamless customer experience
Lead internal projects or training that influence the direction of the business (as needed)
Participate fully in team meetings and contribute to real-time solutions (as needed)
Attend in-person company or team meetings (typically 2-3 times per year)

Qualifications

7-10 years of professional experience in customer-facing/Custom Success role
BA/BS in HR, OD, Psychology, Social Enterprise, Business, or similar preferred (or equivalent work experience)
Strong analytical problem-solving skills with the ability to offer up solutions readily
Strong communication skills (listening, written, and verbal)
Proven ability to work independently and within a virtual team environment
Previous experience carrying a quota and managing churn on a portfolio of customers
Proficiency in MS Office Suite
Experience with technology platforms that enable the customer experience
Experience with data analysis in Excel
Proficiency in Salesforce or similar CRM is a plus
Global business experience is a plus
EST Time Zone preferred
*Please note this job description is not designed to cover or contain an all-inclusive list of activities, duties, or responsibilities that are required for this job.

Great Place To Work® is an Equal Opportunity Employer. We aim to create and foster a Great Place To Work For All where we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change, or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.