Customer Success Manager

CUSTOMER SUCCESS MANAGER
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.
 Promotes client loyalty.
 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