Customer Success Manager

Find purpose in each day while contributing to a workplace revolution! SHL, People Science. People Answers.

We are seeking a Customer Success Manager to join our Commercial team based in our Minneapolis or Atlanta office.

As a Customer Success Manager (CSM), you will oversee an assigned portfolio of accounts and be accountable for the onboarding, adoption, and health of each account and the retention of the relationship with SHL. You will serve as a recommended advisor and comprehend and monitor customer goals to drive value and success for your customers. Success in this role is defined by solidifying valued relationships with your customers, achieving and sustaining adoption and utilization, mitigation of renewal risk, and enablement of expansion opportunities.

Duties:

• Maintain overall relationships with assigned customers which includes onboarding, adoption, ensuring retention, and identifying expansion opportunities and renewal.
• Engage with customer success leadership to build out repeatable processes, repeatable customer journeys, and customer satisfaction initiatives.
• Educate customers on the available resources available to them to maximize value. Identify opportunities for customer education, training on the use of and benefits of our solutions.
• Build recommended advisor relationships with customers and meet regularly. Capture and follow up on action items.
• Create and monitor customer success plans, charting a path to the customer’s desired outcome with SHL solutions.
• Solid knowledge of SHL products and platforms to provide relevant adoption and recommendations on solutions.
• Monitor customer usage, customer metrics, and sentiment to maintain a positive customer experience, provide feedback and insight and mitigate risk.
• Collaborate with internal teams to resolve customer risks and escalate issues promptly. Serve as an escalation point for the resolution of customer issues. Set appropriate expectations.
• Develop and share optimum practices with team members to continually improve the quality, effectiveness, and efficiency of our processes without prompting. Self-starter.
• Identify opportunities for reference accounts and pass lead generation opportunities to Account Managers.
• Aid business review. Plan and schedule, build slides and/or coordinate with other internal stakeholders, and provide basic insight and oversight of the business review.

Qualifications:

• Degree and/or relevant industry experience.
• Excellent communication techniques (both verbal and written) and strong business acumen.
• Strong relationship-building techniques. Knowledge of how to build trusted relationships internally and with customer contacts.
• Strong discovery and listening skills to understand customers’ business goals/priorities and anticipate customer needs.
• Strong decision-making skills. Ability to coordinate efforts across various teams and engage appropriate resources to address escalated issues.
• Direct experience working as a Customer Success Manager or Account Manager (or related role) with demonstrated results.
• Knowledge of CRM database management i.e. SFDC.
• Experience and demonstrated the use of Microsoft products inc. Excel & PowerPoint.
• Knowledge of how to work with tight timelines, ambiguity, and change.

We unlock the possibilities of businesses through the power of people, science and technology.
We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.

• An inclusive culture.
• A fun and flexible workplace where you’ll be inspired to do your best work.
• Employee benefits package that takes care of you and your family.
• Support, coaching, and on-the-job development to achieve career success.
• The ability to transform workplaces around the world for others.

SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.