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
*I-10/01/24