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QUALIFICATIONS AND JOB DESCRIPTION

Position Summary

The ideal Customer Service Manager is curious about people and enjoys applying what they learn to creating a great experience for their customers. They like to ask questions seeking to get to a clear understanding of a customer’s needs and working tirelessly to pre-empt them. They exercise great judgement in prioritizing their client load and with clear expectations from leadership, thrive on managing a portfolio of clients. The CSMs think strategically about how they will address a client need and are also strong in execution. They are comfortable in ambiguity and a self-starter who takes ownership of a problem and can see it through to its conclusion by leaning on the strong relationships built with peers and across functions. The CSM is focused on getting a satisfactory outcome for all of their individual clients while thinking about how we can replicate that experience as we scale.

The Role

Customer Success Management (CSM) is the connection point between our Product, List and Certification team. Members of CSM advocate on behalf of Great Place to Work® customers and take a team-based approach to enabling our customers to experience the value of Emprising (our employee experience survey and culture management tool), Great Place to Work Certification® and List participation, our research and our Great Place to Work community. The Customer Success Manager is responsible for overall customer well-being by supporting customers to set up and maximize the features of their survey platform, act as a connection point to our research and events and interact with our List business to ensure that customers can take full advantage of the value proposition of our brand partnership.

CSMs are responsible for building client relationships that foster retention, and increased use of and participation in the Great Place to Work community. CSMs also play an integral role in the onboarding and client adoption of Emprising, our employee experience survey and culture management tool.

Key Responsibilities and Job Activities

• Serves as a Trusted Advisor and informs clients of the value and opportunities Great Place to Work offers

• Is an expert of all Great Place to Work products and services

• Understands clients’ needs in order to frame Emprising’s value in a way that supports clients’ goals for working with Great Place to Work

• Owns a portfolio of high-touch accounts which includes onboarding, advising, training and checking in with clients to ensure platform adoption

• Listens for areas of dissatisfaction and improvement, and relays that information to the Product Team, Account Managers, as well as the rest of the organization for continuous learning and improvement.

• Offers expertise and best practices in survey design and data structuring

• Proactively provides updates and relevant information on product changes/updates, bugs, GPTW events/research/Recognition program to clients

• Listens for and elevates opportunities to expand partnership through upsells and cross-selling to Account Manager

• Occasional after hours/on-call work and travel may be required

Experience Requirements

• Education/Formal Training: BA or BS required; advanced degree a plus (MBA, Positive org. psych, I/O psych, OD/OB)

• Minimum 7-10 years of professional work experience, which includes at least 2 years working in Customer Success

• Proven growth within a start up a plus

• Excellence in building client relationships virtually

• Demonstrated leadership, teamwork and client management skills; must be team player

• Demonstrated success managing conflicts and deadlines

• Comfortable with project management across multiple teams and work streams

• Proven ability to work independently and within a virtual team environment

• Comfortable with data analysis in Excel

• Proficient in Salesforce.com or similar CRM, plus a desire and willingness to learn new applications

• Strong written and communication skills

Attributes of Ideal Candidate

• Passionate about Great Place to Work’s mission and values

• Enjoys working alongside clients and solutioning with the client when obstacles arise

• Responsible mindset

• Self-starter comfortable working with ambiguity

• Strategic thinker that can also execute

• Enjoys design thinking to create, test, tweak and implement ideas and processes

• Builds strong relationships with peers and across functions

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