Customer Success Manager

Dempsey Resource Management Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Dempsey Resource Management Inc. is seeking a Customer Success Manager to drive on-site payroll implementations in Makati.

You will ensure accurate payroll calculations across multiple clients, update the system for new DOLE rules, and train teams to deliver excellent client and employee satisfaction. The role requires 2-5 years in payroll software implementation, strong Excel skills, and willingness to travel for client engagements; you will coordinate with cross-functional teams to ensure

Qualifications

• 2-5 years experience as Customer Success Officer/Manager in a SaaS company leading 5-10 Implementation Analysts.
• 2-5 years experience in software implementation.
• 2-5 years experience in calculating payroll for multiple clients.
• Knowledge of updated DOLE rules.
• Advanced MS Excel skills.
• Willing to travel for business trips to meet clients.
• Strong analytical and planning skills.
• Good communication and presentation skills.

Responsibilities

• Oversee all client payroll implementations and ensure adherence to payroll rules.
• Stay updated on DOLE rules and reflect changes in the software.
• Motivate and coach the team to achieve client and employee satisfaction.
• Manage payroll runs for clients and ensure accuracy.
• Develop Excel backups and automate payroll on the HCMS for current clients.
• Handle data migration for new and existing clients.
• Calibrate client rules for deployment in the software with historical payroll data.
• Escalate issues to meet timelines and ensure successful onboarding of clients.

Skills

Analytical thinking

Planning skills

Communication skills

Presentation skills

Tools

MS Excel

Job description

On-site - Makati 3-5 Yrs Exp Diploma Full-time

Job Description

• Overall responsibility of perfect implementation of all client payroll rules.
• Stay updated on changing DOLE rules and updating the software accordingly.
• Motivate the team to ensure client satisfaction and employee satisfaction.
• Runs payroll for clients.
• Develop Excel back-ups for calculation.
• Automate payroll on the HCMS for all current clients.
• Handles existing and new client’s data migration.
• Obtain understanding of client payroll rules and policies during implementation.
• Calibrate with the client on how each rule and policy is to be applied using historical payroll calculation by the client.
• Highlight any discrepancies in historical calculation to the client.
• Confirm the client rules can be deployed in the software.
• Highlight any customization request by the client.
• Cross check automated payroll with Excel calculations.
• Obtain client sign off on all payroll calculations and reports during implementation.
• Ensure successful On-boarding and Implementation of our Human Capital Management Software (HCMS) for all Clients.
• Be a Product Champion and train your team members on our HCMS.
• Train team members on soft skills required to interact within the organization and clients.
• Oversee the demos to prospective clients.
• Evaluate and analyze clients’ needs.
• Enhance client training and encourage them to upgrade their product, if needed.
• Work with other teams internally and at client’s end to ensure roadblocks are getting resolved.
• Define the project plan for each implementation and ensure all timelines are met.
• Escalate when required to ensure no timelines are missed.
• Interact with clients including site visits for implementation and maintain a good rapport.
• Ensure timely resolution of all client concerns post implementation.
• Provide regular updates on the implementation to the leadership team internally, to the client and bank partners.
• Inspire and motivate the department as to promote a positive and productive work atmosphere.
• Such other duties as may be designated or assigned by the Company as may be made known to you.

Qualifications

• At least 2- 5 years experience as Customer Success Officer/ Manager in a Software as a Service Company leading at least 5-10 Implementation Analyst
• At least 2-5 years experience in software implementation
• At least 2-5 years experience in calculating payroll for multiple clients
• Knowledge of updated DOLE rules
• Advance MS Excel Skills
• Willing to travel for business trips to meet clients
• Strong analytical and planning skills
• Good communication and presentation skill

HR Manager Dempsey Resource Management Inc.