Manager, Customer Success

Manager, Customer Success Management

Remote - Work from home

At Paycor, ambition meets opportunity

Paycor's HR software is purpose-built for leaders and modernizes people management. We help our customers build winning teams and great places to work. Paycor’s culture is the key driver of our success. Every day, our associates find new ways to add value and progress toward audacious goals. We celebrate wins and share the wealth with a high performance-centric culture that empowers talented people to try new roles, innovate and experiment, and follow their passions.

How you'll add value

The Manager, Customer Success Management serves in a leadership role and is responsible for driving the execution of strategic objectives for Paycor's CRM team to achieve outstanding client satisfaction and retention. Core responsibilities include: developing and implementing processes that positively influence key business metrics, uncovering at risk client situations and acting quickly to avoid loss, evaluating staffing needs, and working with and coaching direct reports to maximize individual and team performance. Build consensus and influence each team member to understand and follow direction to ensure high quality results. The Manager, CRM will also be process-oriented with a focus on coaching direct reports to gain efficiency in recognizing clients' perspectives and anticipating needs.

Duties and Cor Responsibilities

• Lead a team of Customer Success Managers including indirect leadership of CRM's in Paycor's remote operations centers; Establish consistency in the execution of effective service practices among all CRMs
• Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved
• Perform essential leadership responsibilities -- meet regularly with each team member to monitor and discuss performance and personal development; address performance issues with appropriate disciplinary action, identify training and development needs and create plans to implement them; create and execute onboarding plan for new team members, identify staffing needs and participate in hiring processes
• Build outstanding relationships with fellow Customer Service leaders as well as other cross-functional stakeholders;
• Partner with them to continually review and enhance operational performance and strategy
• Act as the CRM business partner to other stakeholder groups - clients, Sales, etc.
• Participate in the evaluation of Paycor's client relationship software for the CRM group; recommend tips and best practices
• Partner with Product Management to develop quarterly learning forums that educate associates on currently released functionality and upcoming features within the Product roadmap
• Track key metrics within Paycor's CRM technology solution to analyze performance and identify trends and improvement opportunities; Institute a regular communication cadence to inform relevant business partners and stakeholder groups of data and discoveries
• Serve as the escalation point, which may involve visiting clients on location
• Investigate, analyze, and proactively recommend solutions for client service issues
• Participate in new service or compliance roll outs to ensure CRM and client readiness
• Manage expenses within the established budget
• Adapt to a changing and rapidly growing environment
• Other duties as assigned
  
  

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.

• Four-year degree or equivalent business experience.
• Minimum of 2 years of Client relationship experience with Sales and Product Management experience a plus.
• Excellent leadership and motivational skills.
• Excellent written and verbal communications and interpersonal skills.
• Proven leadership and project management skills - ability to lead and influence the outcomes of others both directly and indirectly.
• Strong organization and time management skills.
• Ability to thrive in a fast-paced, ever changing environment.
• Demonstrated proficiency with PC software including Windows, and spreadsheets.
  
  

Leading the way with best-in-class benefits

Take Care of Each Other is one of our Guiding Principles and it’s something we actively pursue through the benefits we offer. We are dedicated to delivering a great personal and professional experience with exceptional benefits to support your wellbeing and the wellbeing of your family.

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
  
  

We also offer competitive compensation determined by each individual's relevant experience, skills, and education. We anticipate the base pay for this position to be between $ 85540.00- 146040.00. In addition to base pay, Paycor Associates are eligible for either a performance-based annual bonus or commission, depending on their position. If your desired salary falls outside of these rates, we hope you'll still apply as there may be other positions that better align.

For more information about our total rewards, please visit www.mypaycorbenefits.com .

If you need assistance or an accommodation during the interview process due to a disability, please email us at [email protected] . This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.