Customer Success Manager - 2 Years Experience in Software Implementation
Full-time
Dempsey Resource Management Inc.
- Overall responsibility for perfect implementation of all client payroll rules
- Stay updated on changing DOLE rules and update the software accordingly
- Motivate the team to ensure client satisfaction and employee satisfaction
- Run payroll for clients
- Develop Excel back-ups for calculation
- Automate payroll on the HCMS for all current clients
- Handle existing and new client 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 requests by the client
- Cross-check automated payroll with Excel calculations
- Obtain client sign-off on all payroll calculations and reports during implementation
- Ensure successful onboarding 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 with clients
- Oversee demos to prospective clients
- Evaluate and analyze clients’ needs
- Enhance client training and encourage them to upgrade their product, if needed
- Promote client loyalty
- Work with other teams internally and at the client’s end to ensure roadblocks are 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 to bank partners
- Inspire and motivate the department to promote a positive and productive work atmosphere
- Perform such other duties as may be designated or assigned by the company as may be made known to you
- At least 2–5 years experience as Customer Success Officer/Manager in a Software as a Service company, leading at least 5–10 Implementation Analysts
- 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
- Advanced MS Excel skills
- Willing to travel for business trips to meet clients
- Strong analytical and planning skills
- Good communication and presentation skills
Qualifications
Vacancy posted a month ago
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