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