Customer Success Manager I

Insperity provides the most comprehensive suite of scalable HR solutions available in the marketplace with an optimal blend of premium HR service and technology. With more than 90 locations throughout the U.S., Insperity is currently making a difference for thousands of businesses and communities nationwide.

Behind our success is the unshakeable belief in the value of our people. We value diversity, inclusivity and a sense of belonging. We celebrate work and life events, and we partner with our clients and communities to make great things happen.

We have received recognition numerous times as a top place to work, most recently ranking on Glassdoor’s “Best Places to Work in the U.S. 2024” list, and U.S. News & World Report’s “Best Companies to Work for 2024” list. In addition, we have been recognized for having one of the country’s Top 50 Midsize Early Talent Programs by RippleMatch’s 2024 Campus Forward Awards. There is no better time to be a part of Insperity, and our best work is yet to come. Learn more at Insperity.com.

Why Insperity?

Flexibility: Over 80% of Insperity’s jobs have work-from-home flexibility. We want your time to have balance, whether it’s spent with coworkers, clients, family or your community.

Career Growth: Insperity provides many ways to grow with the company. We offer continuous learning programs, mentorship opportunities and ongoing training.

Well-Being: Our total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more. Whether remote, in person or hybrid, we take care of our people so that you can do your best work.

CUSTOMER SUCCESS MANAGER I

RESPONSIBILITIES

This position is responsible for managing multiple assigned accounts while meeting the retention goals of Insperity Traditional Employment Operations. Also responsible for the relationship management strategy, the service strategy, and the overall customer experience. This position leads and guides others in the delivery of solutions that positively impact customer business, resulting in retention and growth of the customer segment.

•    Provides support to largest and/or most complex client book of business, with a focus on systems thinking and self-insight.

•    Understands the nature and interdependencies of business functions, supporting processes and employees, while also demonstrating awareness of their own strengths and blind spots.

•    Acts as client relationship SME and assists in training of new hires.

•    Manages enterprise level customers with multiple solutions and/or complex configurations.

•    Acts as a leader within the Account Management group in order to help team members grow and succeed.

•    Maintains a systematic customer touch point strategy designed to foster greater communication and intimacy with the customer base. 

•    Partners with Sales and Product Teams to facilitate the delivery of standard and customized service and products in a way that is appropriately sequenced to match customer requirements. 

•    Uses existing data and other reference points to proactively identify at risk customers. Establishes a plan to address the client’s needs to ensure customer retention. 

•    Builds relationship improvement plans and actions as needed to ultimately drive client loyalty and renewal. As a trusted client advisor, creates a pipeline of future business opportunities and revenue driving or value added strategic services for clients. 

•    Meets with C-level and other executives at key accounts to assess strategic business needs and challenges and identify potential opportunities. 

•    Guides the customer through a deeper analysis of their solution(s) activity through an understanding of business process, financial, and industry data to accurately diagnose efficiency opportunities. Collaborates with internal partners to identify key issues, and develop strategies and plans, resulting in a systematic approach to solving customer problems. 

•    Analyzes data to identify trends to improve internal and client processes.

•    Positions additional services and solutions by consulting with customer executives, gaining commitment and coordinating implementation timelines; including other Insperity offerings.

•    Prepares self and others to make presentations; including data analysis reports, report cards, trainings and presentations on additional products and services available. Ensures that a meeting serves its business objectives while using appropriate interpersonal styles and considering the potential contributions of others.

•    Sets high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed. 

•    Takes ownership of client issues and follows through to resolution, ensuring appropriate communication to all involved parties. Must adjust effectively while working with different clients who have different structures, processes, requirements, or cultures. Escalates complex issues appropriately.

OTHER RESPONSIBILITIES

•    Assists in the accomplishment of Insperity Company goals.

•    Helps other employees to accomplish Insperity Company goals.

•    Performs other duties as may be assigned by department supervisor.

•    Participates in the Disaster Recovery plan as required.

EDUCATION / EXPERIENCE REQUIREMENTS

•    Bachelor’s Degree is required. Master’s Degree in a related field is preferred.

•    Five to seven years of progressively responsible business operations experience or customer service/relationship management in a B2B environment is required. 

•    Experience managing a team of professionals is preferred.

•    Experience managing relationships with leaders with varying styles is required.

•    Consulting experience in business operations and/or human resources is preferred.

LICENSES / CERTIFICATIONS

•    Executive Coaching certification is preferred.

KNOWLEDGE / SKILLS

•    Demonstrated business acumen that translates to accomplished skills to work with executives and client leadership team.

•    Proven experience in a responsible business operations or customer service/relationship management role in a B2B environment.

•    Ability to adapt to a changing environment.

•    Experience mentoring others.

•    Excellent critical thinking and analysis skills.

•    Communicates tactfully and effectively, verbally and in writing, and maintains effective work relations with those encountered in the course of employment, familiar with modern office methods, practices, procedures and equipment. 

•    Comfortable with technology solutions such as Microsoft Office suite, PowerPoint, CRM systems.

•    Project management skills and meeting facilitation skills, including follow up techniques for keeping projects on track.

At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.