Senior Customer Success Manager

Our Customer is an employment-oriented online service that operates via websites and mobile apps. They are the world's largest professional network with nearly 800 million members in more than 200 countries and territories worldwide. Their vision is to create economic opportunities for every member of the global workforce and aim to connect the world’s professionals to make them more productive and successful. Launched on May 5, 2003, the platform is primarily used for professional networking and career development.

We are seeking a Senior Customer Success Manager on a contract basis to help support our Customer’s business needs. This role is a hybrid setup (onsite 2 days a week) in Chicago, IL or Omaha, NE.

As a Customer Success Manager (CSM), you will partner closely with your assigned sales partners to ensure customers achieve a return on investment and drive successful adoption and engagement with their Hiring Solutions investment. As a CSM you will be tasked with:

• Serving as a Customer Champion and Advocate
• Helping Customers realize value from their investment
• Manage a book of business by prioritizing and delivering on key customer lifecycle events

You will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on hiring products and solutions.

**Please ensure that your LinkedIn profile is included in your resume**

Responsibilities:

• Commitment to personal journey with Diversity, Inclusion, and Belonging as this is a top priority for the company and many of its customers.
• Partner with teams (ie. sales, implementation, insights, etc.) on prioritized customers to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and return on investment (ROI).
• Execute leading practice recommendations based on methodology leading practices to book of business to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.
• Build an understanding of the products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.
• Help identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
• Sharing customer insights to drive different product adoption behaviors.
• Track and document customer activity via system tools, ie. Dynamics.
• Encourage customers to utilize appropriate scaled resources to increase their utilization per methodologies.
• Minimum travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory.

Basic Qualifications:

• 6+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management

Preferred Qualifications:

• Recruiting or other applicable talent experience, or learning, e-Learning, Organizational L&D, Software pre-sales?and/or sales effectiveness experience
• Developing interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges
• Developing organization, project management, and time management skills
• Fundamental verbal and written communication skills, including experience in presenting to both small and large remote audiences.
• Ability to prioritize workflow across a large client base
• Developing understanding of Sales concepts and Software as a Service
• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
• Acts as a team player with both internal and client teams
• Experience with Microsoft Office capabilities: Excel, Word, Outlook, and PowerPoint

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.