Customer Success Manager

OneSource Virtual; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Success Manager to enhance client satisfaction and drive service adoption. In this pivotal role, you will act as a trusted advisor, ensuring customers achieve their desired outcomes with innovative solutions. You will collaborate with internal teams to foster a deeper understanding of customer needs, leading to improved services and expansion opportunities. If you have a passion for customer focus and a knack for building strong relationships, this opportunity offers a dynamic environment for professional growth and strategic impact.

Benefits

Professional Development Opportunities

Values-Based Culture

Upward Mobility

Innovative Work Environment

Qualifications

• 2-5 years in a customer-facing services role with problem-solving skills.
• Proven ability to build strong relationships with customers at the executive level.

Responsibilities

• Manage customer relationships and ensure satisfaction with OSV services.
• Develop success plans and monitor customer adoption of services.

Skills

Customer Relationship Management

Problem Solving

Communication Skills

Collaboration

Time Management

Education

Bachelor's Degree

Tools

Workday

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.

Position Summary/Objective

Must reside in the Northeast

Job Description Summary
The Customer Success Manager works to ensure customers achieve their desired outcome with OSV services. As a trusted advisor, Customer Success Managers lead customers through defined success criteria, ensuring customers receive maximum value from our services. Customer Success Managers focus on driving adoption, increasing value, and managing retention.

The Customer Success Manager partners with internal teams to drive a deeper understanding of the customer throughout the organization, leading to improved services and expansion opportunities.

Responsibilities:

• Handling overall responsibility for managing the customer relationship.
• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services.
• Acting as a liaison between the customer and varying OSV service delivery areas, focusing on ensuring services adoption and capturing feedback.
• Developing success plans for customers that outline their critical success factors, metrics and measures for success, potential issues, and provide recommendations.
• Prioritizing and driving resolution on escalated customer challenges.
• Promoting opportunities for two-way communication.
• Monitoring and facilitating the customer’s adoption of OSV services and solutions, as well as adoption of the Workday technology.
• Leveraging customer relationships as needed for prospect references.
• Keeping customers informed of process and procedural changes.
• Demonstrate competency in the Workday product suite - Financials, HCM, and Payroll.
• Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction.

Required Skills / Experience:

• 2 - 5 years in a customer-facing services role (consulting or account management) that includes problem solving at both the business owner and executive levels.
• Proven ability to collaborate and build strong relationships with customers, especially at the executive level.
• Proven ability to engage across corporate functions (Services, Professional Services, Product Management).
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Bachelor’s degree required or equivalent experience.
• Excellent organization, time management, and communication skills.
• Service industry experience a plus.
• Up to 30% travel.
• Passion for targeted customer focus.

#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 experiencing 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.