Lead partnering with customer on development of joint customer success plans, value plans and other essential customer assets. Review and maintain such joint assets on a regular basis, contribute to ingoing improvement and evolution of such assets, maintain regular monthly and quarterly cadence and facilitating executive success reviews.
Conduct regular customer meetings with accounts within designated portfolio in accordance with governance framework and leading industry trends.
Orchestrating partnership with the sales teams, services teams and partners to ensure success of Dayforce opportunities within the customer base. Proactively identify revenue opportunities and leads and pass them on to sales for execution.
Demonstrate strong customer management, commercial, technical, and business acumen combined with passion and strength for building executive level customer relationships.
Leading preparation and presentation of business proposals, analyzing commercial data and making commercially sustainable, profitable recommendations.
Generating revenue as and when required, from existing customer base, by for example: recommending/promoting value added services, participating in sales performance incentive programs.
Developing account and territory plans for designated customers, maximizing growth potential, customer maturity progression, improving retention and on time renewals, and securing advocates and referenceable customers.
Maintaining a high level of customer retention rate based on strong customer satisfaction, making sure customers are reference-able for new sales prospects.
Operational excellence and ongoing improvement of managing and maintaining up-to-date customer
contracts and renewals, reflecting the services engaged for and the expectations of the customers
Acting as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customer s expectations
Work closely with customers at all levels of management to build trust and confidence in Dayforce s suite of products and services.
Contract management and negotiation.
Anticipate customers future requirements and provides broader industry/vertical/geo insights based on external and internal information.
Maintaining customer details in Salesforce and help evolve our CRM setup to meet ongoing changing needs of the business.
Ensure customers are fully informed about the Dayforce Messaging and Strategy.
Customer s first line of escalation for commercial, business and relationship issues, working and coordinating with key delivery groups to meet the customer s needs.
Orchestrating internal functional and delivery groups to deliver required customer outcomes and results, coordinating the quality and timeliness of all customer communications.
Identify solutions for greater and faster time to value through the understanding of customer requirements, external context, and researching the options available in our product and service offerings
Anticipate and manage customer issues.
Manage regional User Groups, attendance at customer days, case studies and testimonials.
Contribute to growing our Dayforce Customer Communities.
Participate or lead team projects and initiatives.
Collaborate and lead initiatives cross functionally.
Support new hires during onboarding, ongoing mentorship for colleagues.
Skills and experience we value
7+ years experience in customer-facing role
Preferably bachelor s degree plus 7 years related experience, or equivalent combination education and related experience.
Foundational knowledge of customer success in SaaS industry, HR tech or Payroll industry.
Understanding of customer service processes and expectations.
Ability to build relationships with a number of stakeholders across the business internally and externally.
Executive presence, confidence and credibility.
Excellent communication skills, written and verbal .
Proficiency in using MS Office, Salesforce CRM or similar tool.
Familiarity with HCM software features and current competitive landscape.
Manage multiple, concurrent ongoing engagements and prioritize competing priorities.
Deliver high quality service in a fast-paced environment.
What would make you really stand out
Customer-focused mindset with a dedication to delivering value and satisfaction
Team player who fosters collaboration and contributes to a positive work environment
Self-starter and able to work with minimal supervision
Results driven with good balance of relationship and task orientation
Systems thinker, purposeful and decisive
Communicates with authenticity, courage and composure
