Hcm Customer Success Manager

About
This is a remote role from anywhere in the US.
NEOGOV is a proud SaaS leader in the Public Sector for HR, Recruiting, employee development, and management. Through the NEOGOV HR Suite, our passion is to bring efficient and more innovative solutions to public sector organizations. We are in business to serve the people who serve the people.
We’re looking for an experienced Customer Success Manager who is passionate about customer advocacy, successful execution of communication with a customer base, while maintaining a high rate of customer satisfaction in any customer interaction. This person will be a subject matter expert on our Core HCM product.
What You Will do

• Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes.
• Increase customer lifetime value and improve usage and product adoption per at risk site and account.
• Project manage communication plan to customers in communication blasts
• Track and monitor account health: net promoter score results, churn risks and create remediation plans.
• Monitor contract renewals
• Be creatively proactive to deliver WOW-like experiences to NEOGOV customers.
• Work with at risk customers to establish a plan to achieve success
• Be the customer’s voice within the organization by serving as their advocate to ensure their continued success.
• Track customer complaints and actions taken to maintain or increase customer satisfaction.

Who You Are

• Someone with a continuous thirst for knowledge and ability to independently maintain knowledge relating to our customers, product, process and the Customer Success industry.
• A people-person with presentation, written, and oral communications skills.
• A multi-tasker extraordinaire and time management guru.
• An individual who works well with others and thrives in an ever-changing environment.
• An analytical thinker with strong organizational skills able to multitask and work independently while still producing high quality results.

What You Have

• Strong technical background, particularly with online software (SaaS) products and services preferred.
• Salesforce or Gainsight knowledge (Nice to have).
• Minimum of two (2) years of experience in previous Customer Relationship, Customer Support or Customer Service role in HCM.
• Track record of success working directly with customers to resolve issues.

What NEOGOV Offers

• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees
• Autonomy to grow and find your career path with supportive leadership
• Truly inclusive and diverse environment
• Additional Benefits specific to department, etc.
• 401K Matching
• Remote working opportunities
• 12-week Paid Parental Leave
• Generous PTO and Flex-Time off

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.
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