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Senior Payroll Customer Success Manager

Location

Europe

Posted

129 days ago

Salary

$37.3K - $83.9K / year

Seniority

Senior

Bachelor DegreeEnglish

Job Description

Senior Payroll Customer Success Manager

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• Develop deep understanding and expertise for Remote Payroll and HR product(s) and services • Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services. • Long-term customer relationship management, ensuring the success and satisfaction of payroll customers. • Own client retention & expansion, within payroll product and services. • Identifying upselling & cross-selling opportunities, managing campaigns and product promotion and introducing new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity and HRIS) • Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) product(s). • Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements. • Work closely with the Payroll, Product and Sales team to help ensure the right expectations are set for payroll customers. • Educate and train customers on key payroll information and processes to set them up for success. • Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues.

Job Requirements

  • Extensive expertise in CSM or account management roles, in the international Payroll/HR tech space, ideally within Global Payroll and HRIS products and high-tech environment.
  • Solid knowledge of Global Payroll and HR Tech software and tools, with a strong understanding of the global HR Tech environment.
  • Experienced in overseeing cross-department programs, with excellent organizational abilities to support multiple and complex projects, priorities and to manage stakeholders simultaneously.
  • Proven track record of onboarding, growing, retaining and developing customers
  • Clear ability to identify, engage, and build strong relationships with key stakeholders across different levels of the customer organizations.
  • Excellent verbal and written communication and demonstration skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations.
  • Demonstrate strong ownership and initiative, with the ability to independently drive complex HR/Payroll projects forward, communicate effectively with stakeholders, without the need for close supervision.

Benefits

  • work from anywhere
  • flexible paid time off
  • flexible working hours (we are async)
  • 16 weeks paid parental leave
  • mental health support services
  • stock options
  • learning budget
  • home office budget & IT equipment
  • budget for local in-person social events or co-working spaces

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