Customer Success Manager

OneSource Virtual; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

OneSource Virtual is seeking a highly motivated Customer Success Manager to ensure customers successfully utilize payroll and financial solutions. The role involves building trusted relationships, driving service adoption, and leveraging expertise in Workday, payroll, and financial services. Join a growing team dedicated to enhancing employee recruitment and retention through innovative pay solutions.

Qualifications

• 3-7 years of experience in consultative sales, account management, or project management.
• Ability to interact with HR and finance execs.
• Strong foundational knowledge of Payroll and EWA.

Responsibilities

• Establish trusted adviser relationships with customers and ensure satisfaction.
• Drive adoption of payroll services and track their impact.
• Serve as a subject matter expert on EWA and digital wallet services.

Skills

Consultative sales

Account management

Project management

B2C marketing

Customer relationship management

Education

Undergraduate degree or equivalent work experience

Tools

Salesforce

Seismic

Job description

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com .

Job Description:

OSV provides innovative pay solutions for employers who use Workday and for their employees. In addition to a full suite of payroll and tax services, OSV also offers earned wage access/flexible pay, payroll card, digital wallet, and will soon offer payroll bill pay.

Customer Success Managers work with customers to ensure that they are successful in using these pay solutions to recruit and retain top talent. The CSM works with customers to define success criteria, develop communications plans, monitor customer health, proactively communicate, discuss product enhancements, act as an escalation point and meet with customers regularly through business reviews. We ensure that customers achieve success according to their criteria.

OSV Customer Success leadership is in search of several highly motivated individuals to join our team, focused on helping customers reach employee recruitment and retention goals through the effective use of OSV’s pay-related services. The Customer Success Manager will become an expert in our pay services solutions and will work closely with customers to ensure successful adoption and utilization of these solutions.

What You Will Accomplish:

• Establish a trusted adviser relationship with key customer contacts and work to ensure customers’ overall satisfaction with OSV pay services.

• Establish adoption goals with each customer based on their business norms and industry.
• Drive adoption, activation and revenue generation from EWA, payroll card, digital wallet, payroll bill pay and verification of employment and income in assigned accounts.
• Track the impact of these payroll features on retention, recruitment, and employee financial wellbeing to continuously reinforce the value of OSV pay services.
• Serve as subject matter expert on EWA, payroll card, digital wallet, payroll bill pay and VOI/VOE to support revenue generation.
• Serve as customer relationship leader during services pre-launch, implementation, and adoption activities in assigned accounts, including demonstrating pay services functionality as required.
• Work with sales, service readiness and customer to establish mutually agreed upon go-live date for services.
• Work with customers, OSV marketing and partners on communications strategy for pay services launch and booster campaigns.
• Participate in service readiness calls related to payroll features with customers to represent sales and customer success; tackle issues; serve as client liaison and subject matter expert on payroll features.
• Meet with customer regularly to report on pay services performance, changes to roadmap, new campaigns, best practices to boost adoption, and to reinforce customers’ original goals.
• Maintain high levels of customer engagement with a focus on delighting the customer and building loyalty over time.
• Work closely with Sales, Product Management, Service Readiness, Finance, and Customer Success to capture and assess business needs, matching them to new and future solutions.
• Prioritize and drive resolution on escalated customer issues.

About You:

• 3-7 years of experience in consultative sales, account management, project management and/or B2C marketing (B2BE—employees), preferably related to digital wallet, earned wage access, payroll and/or HR services.
• Ability to interact with HR, payroll and finance execs in client organizations, driving clients to meet mutually agreed-upon program objectives
• Strong foundational knowledge of Workday, payroll, EWA and digital wallet platforms
• Knowledge of payroll and time capture processes
• Experience in collaborating across internal functional groups, including sales, customer success/account management, marketing, finance, service enablement, product management, and R&D, as well as with external partners
• Comfortable working in matrix environment
• Salesforce and/or Seismic knowledge is a plus.
• Excellent verbal and written communication skills, including the ability to write correspondence, chair meetings, make presentations, and host webinars
• Undergraduate degree or equivalent work experience
• Excellent organizational, project management, and communication skills
• Highly motivated, independent individual
• Travel up to 15%
• Passion for building and maintaining excellent customer relationships and loyalty
• Technical knowledge of HRIS, payroll and time systems desirable

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration , and hard work. As an organization experienc ing routine strategic growth, we are always on the lookout for intelligent, talented , and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility , and professional development with opportunities of all kinds.