Job description: Position Type : Full time

Type Of Hire : Experienced (relevant combo of work and education)

Education Desired : Bachelor of Business Administration

Travel Percentage : 1 – 5%

Are you curious, motivated, and forward-thinking? At Worldpay, you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

The People Success Manager is an HR Generalist Leadership role that works with a team of People Success Partners within The People Office (TPO), in the UK. This role is based in our London office, reporting into the VP of People Success and Operations.

Responsibilities

• Lead and develop a team of UK People Success Partners to support and deliver insight to local business area teams.
• Develop and maintain strong working relationships with senior management in the designated business areas, promoting good TPO practices.
• Proactively identify, initiate and lead projects to drive local employee engagement, retention and performance.
• Partner and coach line managers on employee relations issues and lead on any cases received through the company Ethics Hotline cases, supporting the team where needed. Also working as a point of contact for employee appeals received across the UK.
• Provide information, advice and guidance to employees on company policies, procedures and benefits.
• Work with the business on performance management, mobility, merit review and bonus plan processes.
• Partner with TPO Teams and Business Leaders on implementing change through organisational restructures
• Proactively work with colleagues in the TPO community globally to develop and drive TPO initiatives, working on specific projects as required.
• Assist with due diligence for potential acquisitions and the integration of employees into FIS following acquisitions.
• Assists with design, implementation and administration of HR policies and procedures regarding salary administration, employment decisions and employee development/training.
• Ensures all locations remain in compliance with applicable laws.

Position Requirements:

• Extensive experience as leader within HR generalist functions in a fast moving, global & dynamic environment
• Senior employee relations experience including negotiations
• Experience in growth organisations as well as with M&A
• In-depth knowledge of UK & European employment law and HR practices with a solid track record in managing/advising on sensitive legal issues as well as considering the impact of new legislation and devising new HR policies and procedures
• Understanding of dealing with and negotiating with Trade Unions and/or Works Councils
• Exceptional interpersonal and influencing skills – credible at senior level and able to challenge the status quo
• Proven track record in leading, coaching and developing direct reports, mentees or more junior colleagues would be an advantage
• Strong user skills of HR systems and Microsoft office programs

• Strong analytical skills. Ability to understand HR data and use to drive data led decisions.
• Experience working in a global team an advantage
• Proven experience at Senior HR Advisor or HR Manager level required
• Ability to work under pressure and comfortable with ambiguity
• A Bachelor’s degree in a related field or equivalent combination of education and increasingly responsible generalist experience ideally from technology businesses or financial services.
• Strong team player with a can-do attitude

#TPOWP

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the .

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Expected salary:

Location: Longford, Greater London

Job date: Wed, 10 Jan 2024 02:09:47 GMT

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Job description: Company Description

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

Job Description

Verisk’s Summer Internship Program is designed to provide you with real work experience, professional development, and networking opportunities. This is a full-time (35 hours/ week) paid internship program spanning ten weeks from June through August 2024. Participation in the internship program requires that you are located near the Esher Office as the program is a hybrid work schedule, requiring you to be in the office at least 2 days per week.

At Verisk, we have a longstanding commitment to inclusion, diversity & belonging in our workplace and marketplace. to read our statement on Racial, Equity and Diversity and learn more about our Employee Network Groups and our commitment to making a change.

We have opportunities for students interested in exploring careers in business around the globe. Verisk is a leading data analytics provider serving customers in insurance. Our team of nearly 7,000 helps customers make crucial decisions every day about risk-with greater precision, efficiency, and discipline.

What You Could Learn:

• Learning the process of onboarding new clients and their integrations including arranging non-disclosure agreement (NDA’s) and contracts and project managing the client implementation process including business decisions, auditing and sign-off
• Supporting client queries ensuring these are dealt with effectively and efficiently with escalation points within the business as required.
• Supporting with monthly accruals calculations and annual budgeting for clients.
• Monitoring client performance against agreed contractual terms and flagging potential issue.
• Working with colleagues to provide training and/or answer queries as well as undertaking other tasks such as: product testing; maintaining centrally shared files and records; drafting and maintain process documentation; assisting with office administration, and special projects.

Qualifications

What We’re Looking For:

Skills and Knowledge

• Seeking those who are collaborative, well rounded, passionate, and good work ethic.
• Strong communication skills, responsible, and highly motivated to take initiative.
• Ability to learn, problem-solve, and work independently on projects.
• Have a growth mindset to complete all responsibilities and be eager to learn.

Experience

• Enrolled in bachelor’s or master’s program. We love folks with varied coursework, but business related degrees, project management or client success & client services are nice to have!
• A history of tackling projects with a quantitative lens, and a desire for data-driven insights.
• Verisk serves the insurance vertical so an interest or past experience in insurance is helpful, though not required.
• Solid understanding of core MS Office packages including Word, Excel and Powerpoint. MS Access & Visio skills would be advantageous.

The Internship Program is not eligible for work visa sponsorship. If you will require work visa sponsorship after completing your degree, you do not meet the basic requirements of the summer intern role.

Additional Information

At the heart of what we do is help clients manage risk. Verisk (Nasdaq: VRSK) provides data and insights to our customers in insurance, energy and the financial services markets so they can make faster and more informed decisions.

Our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues.

But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger.

It’s the reason Verisk is part of the UN Global Compact sustainability initiative. It’s why we made a commitment to balancing 100 percent of our carbon emissions. It’s the aim of our “returnship” program for experienced professionals rejoining the workforce after time away. And, it’s what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers’ problems.

At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do.

At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career. We have received the Great Place to Work® Certification for the fifth consecutive year. We’ve been recognized by Forbes as a World’s Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce. supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran’s status, age or disability.

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Expected salary:

Location: Esher, Surrey

Job date: Sun, 14 Jan 2024 06:17:03 GMT

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The post Business (Customer Success Intern) – 2024 Summer Internship Program appeared first on World News: Entertainment, lifestyle, Health, Technology.

Job description: Partners within The People Office (TPO), in the UK across a designated Business Unit. This role is based in our London office…? At Worldpay, you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services…

Expected salary:

Location: London

Job date: Wed, 06 Dec 2023 03:04:01 GMT

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Job description: Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we’re proud to be one of FORTUNE 100 Best Companies to Work For® and World’s Most Admired Companies.

Learn more on and about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

ServiceNow Global Public Sector (GPS) is expanding our leadership team of highly experienced and driven individuals who are passionate about transforming experiences for our clients and partners with ServiceNow’s powerful digital workflow platform.

Join a team that re-shapes public service, partnering with leading public institutions and the most inspiring global organizations in the world. We are always evolving. We are passionate about public service, our product, and we live for our customers. We have high expectations, and a career with ServiceNow GPS means challenging yourself to always be better.

We are looking for a Mission Success Executive for U.S. Federal, Canadian and Higher Education markets, on an empowering new team in our Global Public Sector organization. You will drive growth strategies, understanding requirements, setting priorities, supporting sales teams and driving new pipeline opportunities to deliver powerful new solutions for our critical clients in government and higher education. You will serve in a dynamic role for GPS, overseeing our executive relationship management for assigned accounts, engagement with our partner network, and lead virtual teams in supporting our most esteemed clients.

What you get to do in this role:

Serve as our Global Public Sector Mission Success lead to support engagements with senior government executives, higher education leaders and elite partners, from Washington to Ottawa and everywhere our Public Sector leaders serve, both delivering a world of insights to ensure their mission success while elevating their best practices to benefit the world.

Set and drive the strategic market priorities, resources and investment of ServiceNow GPS internally as our specialized channel between diverse cross-functional organizations including Sales, Legal, Compliance, Marketing, Product, Solution Consulting, Ventures, Strategy and Services.

Develop and execute data-driven measurement and reporting strategies that empower dedicated local ServiceNow sales teams to exponentially grow their impact for clients and partners, both enhancing our performance on existing engagements and identifying new opportunities to deliver ServiceNow solutions for newer, greater challenges.

Build a data-driven, multi-year roadmap for orchestrating the full capacity of ServiceNow solutions and expertise for the mission success of our clients and partners.

Enable the ServiceNow GPS Mission Solutions team with priorities and insights to construct bold new solutions to meet emerging challenges of our clients and partners.

Partner with and support local Public Sector sales teams in identifying and communicating the unique requirements, trends and needs of our Public Sector clients and partners for U.S. Federal and Canada.

Achieve growth goals and targets set to ensure the measurable success of our clients and partners and the impact of our internal teams.

Combine effective and efficient business acumen with five-star executive client and relationship management to achieve greater mission success, from analyzing business performance to increase our impact, to representing that impact on the world stage through global alliances and networks.

Qualifications

To be successful in this role you have:

ServiceNow Global Public Sector (GPS) is expanding our leadership team of highly experienced and driven individuals who are passionate about transforming experiences for our clients and partners with ServiceNow’s powerful digital workflow platform.

Join a team that re-shapes public service, partnering with leading public institutions and the most inspiring global organizations in the world. We are always evolving. We are passionate about public service, our product, and we live for our customers. We have high expectations, and a career with ServiceNow GPS means challenging yourself to always be better.

We are looking for a Mission Success Executive for U.S. Federal, Canadian and Higher Education markets, on an empowering new team in our Global Public Sector organization. You will drive growth strategies, understanding requirements, setting priorities, supporting sales teams and driving new pipeline opportunities to deliver powerful new solutions for our critical clients in government and higher education. You will serve in a dynamic role for GPS, overseeing our executive relationship management for assigned accounts, engagement with our partner network, and lead virtual teams in supporting our most esteemed clients.

What you get to do in this role:

Serve as our Global Public Sector Mission Success lead to support engagements with senior government executives, higher education leaders and elite partners, from Washington to Ottawa and everywhere our Public Sector leaders serve, both delivering a world of insights to ensure their mission success while elevating their best practices to benefit the world.

Set and drive the strategic market priorities, resources and investment of ServiceNow GPS internally as our specialized channel between diverse cross-functional organizations including Sales, Legal, Compliance, Marketing, Product, Solution Consulting, Ventures, Strategy and Services.

Develop and execute data-driven measurement and reporting strategies that empower dedicated local ServiceNow sales teams to exponentially grow their impact for clients and partners, both enhancing our performance on existing engagements and identifying new opportunities to deliver ServiceNow solutions for newer, greater challenges.

Build a data-driven, multi-year roadmap for orchestrating the full capacity of ServiceNow solutions and expertise for the mission success of our clients and partners.

Enable the ServiceNow GPS Mission Solutions team with priorities and insights to construct bold new solutions to meet emerging challenges of our clients and partners.

Partner with and support local Public Sector sales teams in identifying and communicating the unique requirements, trends and needs of our Public Sector clients and partners for U.S. Federal and Canada.

Achieve growth goals and targets set to ensure the measurable success of our clients and partners and the impact of our internal teams.

Combine effective and efficient business acumen with five-star executive client and relationship management to achieve greater mission success, from analyzing business performance to increase our impact, to representing that impact on the world stage through global alliances and networks.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the .

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

Expected salary:

Location: Canada

Job date: Fri, 05 Jan 2024 06:44:43 GMT

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Job description: SunFi is an energy financial technology platform that connects people who want solar energy access to payment plans that match their needs. We work with qualified third-party installers to access easier and faster.

We are recruiting to fill the position below:

Job Position: Customer Success Manager
Job Locations: Lagos
Employment Type: Full-time

About the Role

• As our Customer Success Manager, you will be responsible for engaging with SunFi’s customers by building and preserving trusting relationships.
• You will constantly identify opportunities to grow the customer base and build positive relationships with existing and new customers.
• You will also be strategic and analytical when finding solutions to problems to ensure maximum customer satisfaction.
• As SunFi’s Customer Success Manager, you should possess excellent communication skills and maintain the core values of the organization.
• You will conduct quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of complaint.
• Ultimately, an outstanding customer relationship manager will work closely with the other teams to deliver delightful customer experiences.

Responsibilities

• Accountable for developing and implementing strategies to ensure continuous customer success and customer experiences
• Collaborating with leadership to recommend customer success needed improvements.
• Responsible for continuous relationship management of the end consumers, ensuring
• SunFi meets and exceeds its expectations consistently
• Manages the Customer Success Team under the direction of the COO of SunFi.
• Seeks out coaching from the COO and collaborates with the COO to achieve customer success metrics
• Conducts Performance Reviews for Customer Success Team Members in coordination with the COO
• Partners with User-Services team, Technology team, People Operations team, and
• Finance team to ensure DEP and End Customer success and retention
• Responsible for working with your Manager and team to ensure KPIs used to project and measure customer success are established and tracked.
• Develop, maintain, and cultivate close relationships with decision-makers, leaders, and stakeholders of designated clients and partners. Understand their business strategies, priorities, needs, and business processes, present them with strategic solutions, and advise them on how SunFi’s service can improve the lives of their customers.
• Driving and achieving business targets, monitoring business results of designated clients, anticipating challenges, and taking proactive measures to ensure customer delight
• Provide support to sales and customer acquisition initiatives
• Actively promote new SunFi offerings, ensure a delightful customer onboarding process, and assist clients in business implementation
• Ensuring the SunFi platform is in alignment with the customer success journey and expected outcomes.

Leadership and People Development:

• Support efforts to collaborate with the company’s leadership to train SunFi talent
• Supports the development of SunFi and Customer Success Team OKRs and KPIs, including individual KPIs within the customer success team
• A focus on value creation for the company, not task orientation
• Responsible for directing and managing the Customer Success Team in organizing online and in-person engagements and activities related to managing B2B and B2C customer relations.
• Responsible for performance management, training needs analysis and optimization of the customer service team personnel
• Evaluate, and where possible, build thought leadership within SunFi that enhances the company culture and values
• Conduct weekly informal check-ins with all teammembers. These are unstructured scheduled meetings in which your teammember and you can discuss areas of your interest, professional or personal. Emphasis should be placed on relationship-building
• Display and exercise business leadership practices within the company and with stakeholders.
• Support the recruitment, management, mentorship, and development of the
• Customer Success team to innovatively and competently deliver the results required of the team.
• Runs meetings on the Customer Success Team with the coaching and support of your
• Manager, and the Head of the department
• Advocates for the SunFi culture including ensuring teammembers use video as much as possible during meetings. You must be exemplary

Reporting:

• Responsible for structuring and communicating key feedback from Users toTechnology, Growth, Platform Finance, and other stakeholders
• Responsible for mastering the SunFi Technology Platform
• Responsible for customer success reports on a daily, monthly, quarterly, and annual basis on performance, strategies, OKRs, KPIs, developments, challenges, and other key requirements
• Responsible for recommending and leveraging the right tools for reports and developing insights

Attributes & Skills:

• Customer Relationship Management Skills
• Proven People Management Skills
• Proven Relationship Management Skills
• Proven ability to use CRMS such as Zoho, Hubspot, or similar tools to drive customer success
• Technology experience
• Time Management Skills
• Proven Collaboration and Negotiation Skills
• Demonstrated Leadership Skills
• Empathy
• Demonstrated excellence in developing effective but aesthetically pleasing, error-free presentations and written communication
• Excellent oral communication skills
• Demonstrated experience and comfort executing customer management initiatives across various customer base

Technology Skills:

• Technical knowledge of all of SunFi’s products & services/ General knowledge of products in the industry
• Demonstrated experience collaborating with Technology and Sales teams to build a better product and deliver delightful customer experiences
• Start-Up or Fast Paced environment experience
• Soft Skills and Collaboration Skills:
• Strong Emotional Intelligence
• Strong Collaboration skills
• Good decision-making skills
• Open-mindedness
• Proven Results Orientation
• Ability to think strategically
• Problem Solving skills
• Attention to detail
• Ability and willingness to learn
• Positive attitude
• Good interpersonal skills (developed by working in similar or relevant roles)
• Ability to multi-task and take on additional responsibilities in line with the vision of the team.

Qualifications

• Bachelor’s Degree / HND in Business Administration, or a related field.
• Minimum of 4 years of customer relationship management (or related roles) experience, and at least 3 years of supervisory experience managing a team of at least 3 people
• Proficient in with working knowledge of CRM platforms (e.g Zoho / Hubspot, etc.)
• Background in customer service; industry knowledge is a plus
• Ability to speak and write English language fluently
• Comfortable using computers and software as a Service, and able to learn digital applications fast
• Good usage of Microsoft Office (emphasis on Word, Excel & PowerPoint)
• Ability to use Google suites
• Experience with OKRs and tracking relevant KPIs (e.g. customer satisfaction)

Expected salary:

Location: Ibadan, Oyo State

Job date: Sun, 14 Jan 2024 00:39:39 GMT

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Job description: Remote Scheduling Coordinator A love of travel attracts many people to the field, but to succeed, a Customer Success…

Expected salary:

Location: New York

Job date: Fri, 05 Jan 2024 08:51:11 GMT

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Job description: FoodCourt is a food delivery network. Our business model is centered around FAST and affordable deliveries handled with utmost care.

We are recruiting to fill the position below:

Job Positon: Head of Customer Success

Job Location: Lagos
Employment Type: Full-time

Responsibilities
Customer Service Strategy:

• Develop and execute a comprehensive customer service strategy aligned with the company’s goals and values.
• Utilize industry expertise and stay updated on customer service software, AI chatbots, and emerging trends to optimize service delivery.
• Implement innovative techniques to enhance the customer experience while maximizing efficiency and resources.

Emotional Intelligence and Brand Tone:

• Foster a culture of empathy and emotional intelligence within the customer success team, emphasizing the importance of understanding and addressing customer needs.
• Establish and enforce a consistent tone and voice for the brand across all customer interactions, ensuring alignment with the company’s values and image.

Customer Feedback Loop:

• Design and implement a robust customer feedback loop that seamlessly integrates with various stakeholders, capturing insights at every touchpoint of the customer journey.
• Analyze feedback data to identify trends, concerns, and opportunities for improvement, driving actionable strategies for enhancing customer satisfaction.

Team Employee Morale Boosting:

• Develop initiatives and programs aimed at boosting employee morale within the customer success team, fostering a positive and supportive work environment.
• Provide mentorship, guidance, and resources to empower team members, recognizing and celebrating their contributions.

Key Performance Indicators (KPIs)
Customer Satisfaction Metrics:

• Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), churn rate.

Efficiency and Effectiveness:

• Average response time, first contact resolution rate, ticket handling time, service level agreements (SLAs) adherence.

Feedback Loop Effectiveness:

• Rate of feedback collection, actionable insights derived from feedback, implementation of improvement strategies.

Employee Morale and Engagement:

• Employee satisfaction scores, team performance indicators, retention rates, professional development.

Reports:
Daily Reports:

• Customer Service Performance Report: Monitor key performance metrics, including response times, resolution rates, and customer feedback trends.
• Employee Morale Report: Track team engagement, satisfaction levels, and identify areas for improvement in the work environment.

Weekly Reports:

• Feedback Analysis Report: Analyze collected feedback, highlight trends, and propose actionable strategies for enhancement.
• Customer Engagement Report: Evaluate engagement initiatives’ impact on customer retention and satisfaction levels.

Monthly Reports:

• Customer Retention Report: Detail strategies implemented and their impact on customer retention rates.
• Employee Development Report: Showcase training initiatives and their effect on team performance and morale.

Quarterly Reports:

• Strategic Roadmap Report: Outline future plans and improvements based on comprehensive analysis and insights gathered.
• Stakeholder Satisfaction Report: Evaluate satisfaction levels across stakeholders based on service quality and interactions.

Expected salary:

Location: Nigeria

Job date: Sun, 17 Dec 2023 03:35:17 GMT

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Job description: possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities… with leading public institutions and the most inspiring global organizations in the world. We are always evolving…

Expected salary:

Location: Canada

Job date: Sat, 23 Dec 2023 00:32:31 GMT

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Job description: About the role:

Our Enterprise Customer Success Managers pick up where our Implementation team leaves off, working closely with our top customers to understand their fleet and unique challenges, advising on how to customize Samsara for their needs, and becoming their long-term partner.

Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Sales Engineering and Product, enabling you to experience multiple aspects of a hyper-growth company from within.

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

to learn about what we value at Samsara.

In this role, you will:

• Be on the front-lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform
• Compose joint success plans with customers, outlining their objectives, metrics, timelines, and effectively removing any barriers to achieving business value
• Orchestrate executive business reviews with our customers’ decision makers and our executive leadership where we look back at past successes and align on upcoming goals
• Conduct workshops with customers to understand their current operations and recommend workflow changes to get the most out of their Samsara products
• Deeply understand the Samsara platform’s capabilities and explain them to businesses of all types – field services, utilities, long-haul transportation, school buses, and many more
• Serve as a mentor to the wider Customer Success and Support teams
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for this role:

• 4+ years of experience in a senior Customer Success, account management, or strategic consulting role. Enterprise SaaS experience preferred
• This is a demanding position with high internal visibility, that requires strong priority management and high emotional intelligence
• Experience supporting or working with technical products
• Solutions-oriented with strong problem solving skills
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, day-to-day users of our software
• Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
• Diplomacy, tact, and poise under pressure when working through customer issues
• Bachelor’s degree from a 4-year institution

An ideal candidate also has:

• Strong bias for action, the ability to think big, with insistence on high standards
• Experience serving and supporting large-scale business solutions at Fortune 500 companies
• Thrives in an unstructured, fast-paced, and change-heavy environment

Expected salary:

Location: Vancouver, BC

Job date: Wed, 01 Nov 2023 01:32:30 GMT

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Job description: Acumatica is a leading innovator and publisher of Cloud business management (ERP) software that powers 10,000+ SMB customers worldwide. Our holistic offering includes a best-in-class platform, a suite of Industry Editions, and hundreds of fully integrated first- and third-party apps.

The Acumatica culture is casual and high-energy. We are passionate about our product and mission; we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.

Acumatica sells through a partner channel, yet we are highly customer-centric. In 2018, we created the Customer Success team to drive even greater outcomes for our customers. To support our growth, we are looking for a Customer Success Manager (CSM).

This Acumatica CSM (A-CSM) role is different than what it might be in a direct sales model company. Indeed, instead of managing customers directly, A-CSMs manage customers indirectly, through partners. Thus, A-CSMs spend a significant portion of their time coaching, training, and guiding our partners’ CSMs on best practices and overall excellence. If the situation warrants, A-CSMs also assist partner CSMs (P-CSMs) with customer escalations or even handle these entirely on their own.

As a team, A-CSMs are responsible for customer retention, churn & contraction mitigation, renewals, and expansion opportunities. Because of this range of responsibilities, the role is exciting, challenging, and dynamic – where every member gets the opportunity to shape the CS program, policies, processes, and procedures based on evolving customer and partner needs.

What you will do:

• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management.
• Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success.
• Own and manage customer escalations and coordinate across departments to final resolution.
• Assist P-CSMs with policy and license questions.
• Contribute to Customer Success Best practices.

Requirements:

• 5+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support roles.
• Located in the USA.
• Excellent oral & written and frictionless communication skills.
• You work efficiently and effectively in a telecommuted world (we are mostly a distributed company)
• You listen, ask questions, build consensus, de-escalate, solve ambiguous problems.
• You enjoy coaching and teaching others how to excel as a customer success manager.
• You have experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion.
• You are passionate about driving customer satisfaction and making good business decisions.
• You enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge.
• You learn quickly, are resourceful and self-directed, and can work independently.
• You are detail-oriented and organized.
• You effectively interact with C-Level executives of 100+ employee companies.
• You effectively manage tense situations and help bring them to an effective resolution.
• You enjoy and are proficient at handling diverse workloads and can prioritize effectively.
• You enjoy a dynamic work environment (continuously evolving and fast-paced)
• You are a team player, willing to contribute to the overall success of the team

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please email HR@acumatica.com. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes, such as following up on an application or technical issues unrelated to a disability, will not receive a response.

For this role, the salary range is $82,000-$112,000 annually. This range represents the low and high end of the salary range for this job and may vary based on location. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience, and other relevant elements.

At Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock for full-time employees. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you work.

US-based employees:

• Gain access to healthcare benefits (Medical- one plan 100% ER paid), dental and vision insurance for you and your dependents);
• Employer paid Short-term/Long-term Disability and Basic life insurance;
• 401(k) plan and company match;
• 15 days of PTO (paid time off);
• 5 sick days;
• 9 paid holidays
• 3 Floating Holidays;
• Paid Parental leave

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Expected salary: $82000 – 112000 per year

Location: Kirkland, WA

Job date: Wed, 15 Nov 2023 04:59:32 GMT

Apply for the job now!

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