Workhuman – Senior Customer Success Manager, Dublin

Job Description

Job Description:

Our Senior Customer Success Managers are responsible for ensuring our customers receive an outstanding customer experience. Our Senior Customer Success Managers work directly with production customers to enhance their overall user experience with Workhuman. They are committed to working with customers throughout the customer’s lifecycle and ensuring each customer receives maximum value from our solution.  We work with our customers to build relationships, learn about their businesses, and drive value based on our customers’ defined goals and objectives. 

The role’s primary responsibility is to ensure that each customer has achieved sustainable value from the Workhuman solution. Accompanying this goal is customer satisfaction, multi-level relationship management, maximizing program and feature adoption, alignment with best practices, and the delivery of the customer’s program goals and objectives. 

Main duties and responsibilities:

• Professionally manage customer relationships to ensure consistently high satisfaction levels.   
• Continuously deliver outstanding service and problem resolution to ensure our organization is adhering to the high service levels expected by our customers. 
• Ensuring every customer within your portfolio renews their contract with Workhuman 
• Positioning and selling Customer Success service offerings to customers 
• Handling overall responsibility for managing the customer relationship 
• Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products 
• Assist in the development of success plans for customers that outline critical success factors, metrics for success, and potential issues, and provide recommendations 
• Working closely with Insight and Strategic Customer Directors to identify new opportunities within your customer base 
• Monitoring and facilitating the customer’s adoption of our solution features and functionality providing Workhuman with an understanding of the customers’ overall business needs as they relate to our products 
• Ensuring all your customers are positioned as references for the Workhuman prospective customer base 
• Prioritizing and driving the resolution on escalated customer issues 
• Demonstrating strategic value to the customer by understanding the customer’s ambition for recognition and effectively guiding and directing each customer to embrace best practices in order to deliver their ambition 
• Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity.  Ensure that we maintain strategic partnerships across these areas of the customer company in order to maximize our “deep roots” within each customer account. 
• Drive incremental revenue within existing customer accounts 
• Effectively manage the ongoing customer management after deployment of the recognition solution 
• Lead on-site customer meetings to review all aspects of customer success, often including presentations to a large group of project stakeholders 
• Communicate directly with the customer project team and resources to identify, document, assign and deliver customer-specific program requirements  
• Ensure a proactive and responsive approach to all aspects of customer success 
• Efficiently manage the customer and internal company resources to meet all established milestones, ensuring targeted completion dates are achieved using internal project management tools 
• Serve in a highly visible, customer-facing role that requires excellent oral and written communication skills. 
• Directly liaise with the customer Program Manager to resolve any open issues/actions which arise during the normal course of business.  
• Efficiently work with the Salesperson on each account benchmarking progress on a quarterly basis, gathering program measurements, tracking, and analyzing the data to ensure achievement of the business goals agreed upon.  
• Regular reporting on customer-specific activities. 
• Maintain a detailed knowledge of Workhuman’s products and services 

Required skills and experience:

• College Degree or equivalent work experience preferred
• Minimum 5+ years of business experience with a demonstrated ability to manage complex programs for Fortune 500 customers 
• Proficient in SalesForce.com, Microsoft Project, and Microsoft Office 
• Exceptional oral and written communication skills are required to document and communicate with internal and external resources 
• Ability to work directly with field sales, technical, marketing and operations personnel. 
• Ability to achieve results by effectively communicating with other groups and collating action plans for customers 
• Strong organizational skills with attention to detail required to ensure accuracy and effective execution 
• Demonstrated Project management skills in managing solutions for Fortune 500 customers 
• Ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment 
• Ability to work independently as a self-starter 
• Excellent follow-up skills with great attention to detail 
• Ability and comfort in chairing on-site live meetings and virtual Webinars, to large groups of people either customer-facing or internal in nature 
• High energy and positive “can do” attitude  
• Ability to travel approximately 15-30% of the time 
• #LI-hybrid

The Company:

Workhuman® is pioneering the human workplace through award-winning Social Recognition® and Continuous Performance Management solutions. Workhuman inspires more than six million humans across 180 countries to perform the best work of their lives. For the past 21 years, human resources and business leaders alike have used Workhuman Cloud® to gain the proactive insights necessary to transform and lead a more connected, human-centered workplace that accelerates engagement and productivity. To learn more about Workhuman’s mission to make work more human for every person on the planet and how you can ensure great work is celebrated and amplified in your workplace, visit www.workhuman.com.

Did you know:

• We have an award-winning culture, we were named as #2 Great Place to Work in Ireland in 2021 large-sized workplace, up from #4 in 2020 in the same category having previously placed #1 in the medium-sized workplace category in 2019. We are also recognized as one of Ireland’s Best Workplaces for Women by Great Place to Work in both 2021 and 2020.
• There are currently over 6 million users on the Workhuman® cloud across 180 countries. 
• Our core values are; Respect, Determination, Innovation, and Imagination.

At Workhuman, we love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity. 

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based solely on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates are critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.