Pioneer of the WorkHuman movement, Globoforce makes work more human for millions of people and organizations worldwide. Today, Globoforce is the leading provider of human applications, including its award-winning Social Recognition solution. Through its WorkHuman Cloud suite of products, companies can strengthen employee performance and relationships between people and teams on a more positive, socially connected level – in tune with how work gets done today. Founded in 1999, the company is headquartered in Framingham, Mass., and Dublin, Ireland.
Our Customer Success Managers are responsible for ensuring our customers receive an outstanding customer experience. Our Customer Success Managers work directly with production customers to enhance their overall user experience with Globoforce. 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 Globoforce 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.
This is an exciting opportunity for an experienced leader who has broad expertise in customer relationship management, and consulting. The ideal candidate will have large account management experience understand what it takes to deploy enterprise software, be well-versed in cross team coordination, have relationship mapping expertise, experience building lasting relationships with customers and be a strategic thinker.
The position will report to the Director of Customer Success.
This role will own and manage the on-going strategic relationship and further development of our customers across the following key areas:
Responsibilities, Skills & Qualifications
MAIN DUTIES & 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 Globoforce
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, 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 Globoforce 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 Globoforce prospective customer base
Prioritizing and driving 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 practice 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 on-going customer management after deployment of the recognition solution
Lead on-site customer meeting 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 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 which 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.
Regular reporting on customer specific activities.
Maintain a detailed knowledge of Globoforce’s products and services
REQUIRED SKILLS AND EXPERIENCE:
Exceptional oral and written communication skills 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 30% of the time
College Degree or equivalent work experience
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