Customer Success Manager
Greater Toronto Area, ON, Canada Req #7045 Tuesday, November 17, 2020
Ceridian. Makes Work Life Better™
This is our promise. Not only for our customers, but our employees as well.
Do you thrive in an innovative and exciting environment that’s continuously evolving? Ceridian is looking for fun, intelligent, team oriented people who believe in our values: Customer Focus,Transparency, Diligence, Optimism, and Agility. Our workplace culture provides empowering programs for career growth and offers diversity and inclusion groups to support every person’s career journey. Ceridian employees have declared Ceridian a Great Place to Work® in 2019, a Glassdoor Best Places to Work in 2019, and one of Canada’s Top 100 Employers for the 16th consecutive year!
Find out why Ceridian is such a great place to work.
Job Location: For this role, we are open to remote work and can hire anywhere in Canada.
Ideal markets for remote work include:
Greater Toronto Ontario
Vancouver, British Columbia
Charlottetown, Prince Edward Island
Ceridian is currently seeking a dynamic Global Account Manager to help lead large scale HCM clients spanning from Implementation through ongoing service delivery. As a Managed Customer Success Manager joining our team, you will assume a key leadership role as a business and technical champion for our global and enterprise customers. In this role, you will function as the owner for technical, commercial, product and support requests and be responsible for coordinating and mobilizing internal colleagues to ensure customer success. As a trusted client advocate, you will think strategically about the business requirements, products and delivery milestones helping our clients understandbest practices around Dayforce HCM. You will be responsible for indirectly managing global diverse teams and overseeing the smooth integration of our delivery model with client stakeholders. To be successful in this exciting opportunity you must have the energy, passion and fortitude to grow the business, coupled with a high sense of technical expertise, business acumen, ownership and accountability for ongoing service delivery.
Own and manage a portfolio of enterprise and global clients (1-4) with annualized revenue between $2.5 – $6M.
Exercise effective portfolio stewardship and control with a key emphasis on revenue retention and credit claims.
Own, drive, understand and help facilitate key annual business calendar projects and requirements with various internal resources to include Year End and Annual Enrollment activities.
Provide technical leadership and support technical excellence by investigating technical issues and delivering best practice recommendations to the client.
Lead all client meetings and engagements. Regularly monitor relationship performance and resource allocation from a customer delight and margin perspective.
Encourage and enable constructive cross-country teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviors that are not consistent and/or the best interests of the business and our clients.
Effectively plan, coordinate, and support application upgrades changes and hotfixes to drive successful outcome.
Take a proactive approach to client planning by collaborating with product, Dayforce Support, other internal partners and senior management, as appropriate.
Contribute to the implementation process through governance frameworks, best practices and standards to ensure quality, effective risk management and compliance.
Engage with resources in Hosting, R&D, and Implementation to drive issues to closure.
Work with product management and Dayforce support teams on product innovation and enhancements that will improve the products and services we provide to our clients.
Has an “I own it” attitude about deliverables and projects from start to finish.
Responsible for ensuring contract and service level agreements (SLA) compliance
Seek out and embrace feedback, take on assignments that challenge and improve skills.
Specific performance and personal competencies required for theposition include:
Strong client management, commercial, technical and business acumen combined with passion and strength for building robust client relationships with C level leaders.
Enjoy working with complex global HCM customers and have the know how of what it takes from a people, process and technology perspective to drive successful HCM delivery.
Strong aptitude to tackle hard business and technical requests independently.
Ability to learn our technology quickly, as well as have a keen appetite in doing so.
Demonstrated success in Customer Support, Implementation or Professional Services function for a product/SaaS company with enterprise customers.
Ability to present authoritatively and persuasively to executive level client audience.
Thrive in customer facing, engagement shaping positions and be passionate about working with creative people and leading large scale engagements.
Demonstrated ability to manage multiple work streams and projects with a strict attention to detail and drive results such as revenue retention, feature adoption and customer satisfaction.
Strong negotiation and communication skills with the ability to think and plan into the future.
Ability to energize, galvanize and motivate disparate teams to deliver against customer requirements.
Bachelor’s degree in Science, Technology, Engineering, Math or equivalent experience (Computer Science preferred).
8+ years of relevant work experience in leadership, customer relationship management, consulting, implementation, or support roles demonstrating progressive advancement and achievement.
3+ years of relevant work experience in owning and managing large, high net worth complex clients in the EU, UK or North America.
Project management experience, as you will be coordinating across various internal teams to ensure success for your accounts.
Experienced in communicating technical information and complex technical issues to a variety of stakeholders.
Familiarity with Microsoft Technology (.Net / Windows Server / SQL Server), and/or HTML. Understanding of file feeds, XML and SQL.
Thorough understanding of Software-as-a Service (SaaS) business model and exposure to hosting and change management protocols.
HCM product knowledge desired CPP, CIPP, FCP, CBP, SPHR/PHR, SHRM- SCP/CP, ITIL certifications highly desired.