Job Description:
The Opportunity:
We are looking for an innovative and determined Customer Success Manager to ensure our customers receive an outstanding customer experience which ultimately significantly impacts the continued success of Workhuman.
You will work directly with production customers to enhance their overall user experience with Workhuman.
You will be committed to working with customers throughout the customer’s lifecycle and ensuring each customer receives maximum value from our solution. We work with our customers to build relationships, learn about their businesses, and drive value based on our customers defined goals and objectives.
** This is a hybrid role which requires at least 3 days a week onsite in our (brand new!) Framingham, MA office**
The value you will deliver
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You will professionally manage customer relationships to ensure consistently high satisfaction levels.
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Positioning and selling Customer Success service offerings to customers
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Establishing a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products
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Assist in the development of success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations
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Working closely with Insight and Strategic Customer Directors to identify new opportunities and drive revenue within your customer base
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Ensuring all your customers are positioned as references for the Workhuman prospective customer base
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Demonstrating strategic value to the customer by understanding the customer’s ambition for recognition and effectively guiding and directing each customer to embrace best practice in order to deliver their ambition
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Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Ensure that we maintain strategic partnerships across these areas of the customer company in order to maximize our “deep roots” within each customer account.
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Lead on-site customer meeting to review all aspects of customer success, often including presentations to a large group of project stakeholders
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Efficiently manage the customer and internal company resources to meet all established milestones, ensuring targeted completion dates are achieved using internal project management tools
The skills you will bring
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Minimum 3+ years of business experience with a demonstrated ability to manage complex programs for Fortune 500 customers
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A team mindset with an ability to work directly with field sales, technical, marketing and operations personnel.
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A respect for urgency with an ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment
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Ability to achieve results by effectively communicating with other groups and collating high quality action plans for customers
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Strong organizational skills with attention to detail required to ensure accuracy and effective execution
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Ability and comfort in chairing on-site live meetings and virtual Webinars, to large groups of people either customer facing or internal in nature
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High energy and positive “can do’ attitude
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Ability to travel approximately 30% of the time
Thank you for considering joining our team. We strive to create an inclusive and accessible application process for all candidates. If you encounter any difficulties or have specific accessibility requirements while applying for this position, please don't hesitate to reach out to us at [email protected] for assistance. We are committed to ensuring equal access to opportunities for all individuals.
The Company:
At Workhuman® our mission is to bring more humanity to the workplace. We recognise and embrace individuals’ differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don’t think you “check every single box” above, please still consider applying. We’re looking for a human who is collaborative, and innovative with a growth mindset. We love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.
Did you know we have an award-winning culture across EMEA and North America:
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We were named as #5 Best Workplace in the Great Place to Work Awards in Ireland in 2022 in the large sized workplace category. We were also recognised as a Best Workplace for Women and a Best Workplace in Technology in 2020, 2021 and 2022.
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In 2021 we were named as #2 Best Workplace in Europe in the medium sized workplace category.
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We were also recognised as #2 Best Large Places to Work in Boston by Built In for 2023 as well as a Best Place to Work in Boston, U.S. Best Large Places to Work and U.S. Best Places to Work.
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There are currently over 7.5 million users on the Workhuman® cloud across 180 countries.
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Our core values are Respect, Determination, Innovation and Imagination.
Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
What the Team is Saying
What We Do
Workhuman® is helping companies meet today’s biggest human capital challenges - including unprecedented turnover, employee engagement, hybrid work environments, and DE&I - through the Workhuman Cloud®, a secure SaaS platform that provides the industry’s best-in-class Social Recognition® solution.
Co-Headquartered in Dublin, Ireland, and Framingham, Massachusetts, USA, Workhuman has been pioneering the human workplace to improve the employee experience at work, with solutions that engage with approx. seven million customer employees in 30+ languages, in 180 countries, generating 100 million instances of human connection.
Workhuman, employs over 1,000 people – including over 500 humans in North America who sell and market our solutions and services at scale, committed to helping companies improve returns on their most important investment– their people.
Why Work With Us
We love what we do because we’re creating a better future for the workplace – and beyond – through our technology and our people. We’re building cultures of gratitude, celebration, and human connection for leading global brands – and that starts with our own. Here, you can bring your true, authentic self to work. Every day.
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Workhuman Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our humans do their best work in different ways, whether it’s in the office full time, on a hybrid model, or fully remote; aligned to the preferred ways of working of their specific departments or teams.
