Sr. Manager, Payroll+ | Point Of Sale Customer Success

Description

What will you be doing?

• When necessary, orchestrate customer support for high-value customers as a top escalation support point.
• Facilitate customer journey mapping to improve key milestones and transitory moments.
• Analyze data to drive decisions and measure customer success metrics.
• Display a commitment to coaching, both in seeking coaching moments from others and coaching others.
• Identify, develop, and execute the strategic direction for client relationship cultivation and retention.
• Develop and execute plans to grow the team’s foundation of culture, as defined by The Heartland Way and in conjunction with our Service Standards.
• Identify and report team metrics and business outcomes via Google Productivity Suite and Salesforce.
• Collaborate with operations and product leadership to effectively scale service, yielding increased customer retention.
• Identify new technologies to aid in Customer Retention making every day work better for our customers.
• Ensure strategic alignment with operations, sales, product, and support teams to ensure customer satisfaction

What are the requirements?

Education/Certification

Bachelor’s degree in business or a related field, or equivalent operational, retention, customer success or account management experience.

Experience Required

• Metrics and KPI management through Salesforce preferred
• At least 4 years of related operational, retention, or account management leadership experience, ideally in a B2B or SaaS environment. A master’s degree in business administration is preferred but not required.

Skills/Abilities:

• Demonstrates proficiency in structuring consultative selling techniques for systematic customer expansion.
• Empathy, adaptability, and a mindset of continuous improvement.
• The ability to drive outcomes independently and through collaboration.
• Strong understanding of industry standards, business operations and regulatory requirements.
• Critical thinking and problem-solving.
• Account management skills with proven ability to build and manage internal and external relationships.
• Excellent organizational and time management skills in a high-energy environment to manage multiple strategies.
• Highly effective interpersonal, relationship management, and both verbal and written communication skills.
• Strong business, analytical and technical aptitude.