About Us
At Humanforce, our vision is to make work easier and life better for frontline and flexible workforces. We achieve this by providing a market-leading, best-in-one human capital management (HCM) suite that is intelligent, employee-centric, and compliant.
Our History
We have built strong foundations since our founding in 2002 and today we have offices across Australia, New Zealand, United Kingdom, North America, and the Philippines. Our HCM suite consists of Workforce Management (WFM), HR, Payroll, and Wellbeing, which enables customers to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world's talent with the growth, productivity, and efficiency objectives of frontline and flexible workforces.
Your Role
As our Strategic Customer Success Manager at Humanforce, you will serve as the primary liaison for our key enterprise clients, focusing on enhancing customer satisfaction, retention, and revenue growth through a proactive and strategic approach to customer success. You will foster robust relationships and become a trusted advisor, empowering customers to recognise and maximise the value of our products.
Your Responsibilities
* Craft and implement strategic account and success plans tailored for our key enterprise clients.
* Recognise business goals, obstacles, and avenues for growth, ensuring plans are in sync with the sales strategy to unlock maximum revenue potential.
* Collaborate closely with the Account Management team to gain insight into the customer journey, encompassing their buying processes, pain points, and opportunities for expansion.
* Share valuable insights and feedback to bolster Account Management initiatives, working together on account strategies and sales campaigns.
* Consistently showcase and articulate the value of our Humanforce products, ensuring customers achieve their desired outcomes.
* Proactively cultivate customer relationships through regular check-ins, business reviews, and value-added interactions.
* Identify opportunities for upselling and expanding accounts by developing a profound understanding of customer needs and usage trends.
* Team up closely with our AM crew to stimulate revenue growth and expansion across our customer network.
* Adopt a proactive stance on customer retention by monitoring health metrics, pinpointing at-risk accounts, and executing retention strategies.
* Steer the renewal process by showcasing ongoing value and addressing any concerns or objections that may arise.
* Serve as a trusted advisor and champion for customers within the organisation, advocating for their interests and priorities.
* Collect and convey customer feedback to the product development team to spur product enhancements and improvements.
* Address and resolve customer requests and issues, involving relevant stakeholders as needed to ensure a positive outcome.
Your Qualifications
* Bachelor's degree or an equivalent level of experience.
* Proficient in Software as a Service (SaaS) and Human Resource Management (HRM) products.
* Extensive experience in customer success or account management.
* Customer-oriented, possessing strong problem-solving, analytical, and critical thinking skills.
* Able to exercise sound judgment, function competently in a dynamic environment, and work independently.
* Skilled in fostering robust relationships and serving as a trusted advisor to clients.
About Us
We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.
We are a fast-growing tech company with a focus on development, paid parental leave, Quarterly Wellbeing Days, employee talent referral scheme, and a fun and friendly culture working with passionate and talented people.