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Principal Enterprise Customer Success Manager
4 months ago
Job Summary
Paycor’s Principal Customer Success Managers are highly energetic, agile, and experienced individuals responsible for managing and maximizing net retention for a portfolio of our mid-market / enterprise clients while serving as a role model and informal leader for our team. This individual contributor will have accountability for defining and executing on their portfolio business plan by communicating regularly with a breadth of contacts, conducting business reviews, and managing execution of customer action plans in coordination with cross-functional partners. The ideal candidate takes a high degree of ownership over their work, is customer-focused, results driven, articulate, with the ability to think strategically and execute tactically.
Duties and Cor Responsibilities Independently manage a book of complex customer engagements while meeting or exceeding Key Performance Indicators and efficiently utilizing internal tools Create and nurture relationships with decision makers, including Executive Leaders, and power users/champions within assigned customer relationships Develop a continual, deep understanding of customer’s goals and business objectives, while positioning the Paycor solution to help achieve them Advocate for the customer by articulating needs throughout the organization to Product, Support, Sales, and Marketing; Serve as an important source for information regarding the customer’s business needs and background Participate in all aspects of project management (defining, business requirements, UAT, and rollout) Leverage data to drive change both internally and with customers Connect customers to relevant value add resources (i.e. Training courses, webinars, center of excellence, support channels, etc.), customer community, and user events to improve overall customer experience Manage and maintain ownership of key cadence and crossing activities during a customer’s lifecycle Prepare and present quarterly Executive Business Reviews (EBRs) to key decision makers within a customer relationship Identify potential risk to the relationship; establish action plans to address known risk factors, and collaborate with cross-functional partners in execution Identify opportunities to fuel growth by expanding Paycor’s product and services footprint for the customer; collaborating with Sales to drive expanding revenue within the customer base, enrolling customers in our customer referral program, identifying product usage gaps or additional product needs, and securing ROI during pricing discussions Present with empathy and confidence resulting in an improved customer experience, alignment, and trust, measurable by customer survey, behavior, and retention Effectively prioritize and manage nurture responsibilities and de-escalation tasks day to day using various retention risk measures, business impact, and operational dashboards During each engagement, successfully identify potential risks and establish an action plan to address known risk factors and collaborate with cross-functional partners Partner with internal escalation teams for efficient, high-quality resolution Successfully execute assigned targeted customer campaigns, calls, plays, email, follow up, and documentation Act in the capacity of team lead and limited leadership coverage Host team office hours and lead critical topic discussion in team meetings Assume ownership and maintenance of team training and documentation materials Perform onboarding ambassador responsibilities for Customer Success Managers Manage and oversee escalated engagements from Paycor leadership Possess an understanding of Paycor’s product roadmap as well as industry trends and best practices; be able to articulate how both align with customer strategies and desired business outcomes Occasionally participate in or facilitate user group and/or product overviews for external customers Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. B.A./B.S. degree or equivalent business experience required 8+ years of experience in Customer Success, Account Management, Business Development, Management Consulting, Project Management or another customer-facing role Prior Paycor, Human Capital Management, Payroll, HR, or Benefits experience preferred, other SaaS industry background considered Excellent oral and written communication skills Excellent organizational, interpersonal, and change management skills Command of Microsoft Office technology stack and experience with SalesForce.com preferred Up to 20% travel locally and/or nationally Paycor Total RewardsWe are proud to provide best-in-class benefits delivering a personal and professional experience that meets you where it matters most - the well-being of you and your loved ones.
Highlights include:
A flexible virtual-first work philosophy An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor's growth 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special) Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care Paid leave for birth parents, non-birth parents, elder caregivers, and military support Sabbatical opportunities for tenured Associates Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges