Visier Hiring for Customer Success Manager I at Vancouver, BC Full Time

Overview:
Visier is the leader in people analytics. We are passionate about a ‘people first’ approach to business strategy and our addictive technology is transforming the way that organisations make decisions. Recently closing a hugely successful funding round and a landmark $1b valuation, Visier is embarking on an incredible phase of its 11 year growth Journey.

The Customer Success Manager is responsible for a portfolio of accounts and leverages product expertise and a practitioner’s lens to align account strategy with business outcomes. The CSM builds relationships with clients and plays an essential role in developing and managing ongoing relationships in order to maintain a high level of client satisfaction and loyalty. By maintaining a proactive focus on product optimization, adoption and engagement, the CSM drives outcomes leading to renewals, expansion and advocacy.

As the trusted partner for the customer on use-case, product functionality and talent management best practices, the CSM collaborates closely with Sales to set outcomes and measurable objectives with the customer and ensures the customer is on track to see maximum value from the Visier solution. Engaging across the customer’s organization and internally within Visier, the CSM “quarterbacks” experiences by various cross-functional teams on behalf of the customer and proactively identifies opportunities and risks and presents recommendations and solutions.

What You’ll be Doing…:
Managing a portfolio of customers and conducting proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution.

Working collaboratively with the Sales team on the strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected ROI and the roadmap to connect the adoption of our solutions to achieving their business goals

Developing a consultative relationship with each customer and work across business and functional units to gain customer insight and build effective partnerships.

Partnering with customers to understand their current and future business goals and challenges and translate that into strategies to provide value via their Visier solution.

Driving customer satisfaction while managing and collaborating cross-functionally to resolve customer escalations.

Providing industry insights, guidance and recommendations to drive customer strategic outcomes.

Meeting assigned targets for expansion, renewals and strategic objectives in assigned accounts.

Pass initial certification exams and maintain expert level knowledge of Visier product offerings and configuration options by staying current with releases.

Be willing to take on additional responsibilities as needed.

The impact you’ll have…:
Fearlessness when it comes to technology adoption, with innate curiosity and the ability to excel at learning new systems/processes quickly.

Have a partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences while driving their success.

Have strong experience as a Customer Success Manager / Customer Relationship Manager in a SaaS organization working with large enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing.

Have domain expertise in Human Resources and good working knowledge of HR information systems and technology, business intelligence, applied analytics, etc.

Communicate in a polished, professional, and authentic way, with the ability to understand your stakeholders and have the ability to adapt communication styles to foster desired outcomes.

Are highly detail-oriented and able to manage multiple task and competing priorities simultaneously.

Are organized and methodical with excellent follow-up to meet customer expectations and deadlines.

Have a passion for providing outstanding customer experiences.

Enjoy working in a fast-paced, dynamic organization, adapting to changes in roles and responsibilities.

Are able to travel up to 20%.

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