Strategic Customer Success Manager

Strategic Customer Success Manager

 

At isolved, our customers are at the center of everything we do. As a Strategic Customer Success Manager, you will be a trusted advisor and strategic partner, helping customers maximize the value of their investment throughout their isolved journey.

In this highly visible, customer-facing role, you'll collaborate with cross-functional teams, advocate for customer needs, and proactively guide organizations toward achieving their business goals. Your success will be measured by customer retention, satisfaction, product adoption, and the growth of long-lasting customer partnerships.

If you're passionate about building relationships, solving challenges, and helping customers succeed, we'd love to hear from you.

 

What You'll Do

• Works directly with customers to improve their overall user experience, working one-on-one with customers beyond the already established one-to-many communication channels
• Accountable for the overall customer well-being by supervising and improving customer health, driving customer adoption, identifying references & product/service referrals, and acting as an escalation point for customer issues impacting the overall relationship
• Documents standard customer meetings, required communication, and review/documentation of your defined accounts to identify opportunities and mediate potential risk promptly.
• Engages customers to verify that they are trained and effectively using the product on a consistent basis and provide recommendations to fill knowledge gaps to promote self-sufficiency
• Acts as a liaison between isolved and the customer with a focus on communicating key updates or events, the isolved roadmap, changes or enhancements, and spotlighting products or services etc.
• Leverages available product learning resources and subject matter experts to maintain a high degree of knowledge on the features and functionality of isolved to advise on areas of opportunity for adoption and expansion
• Manages customer communication related to renewals and price increases and engages in negotiations as needed
• Champions customer advocacy including participation in the customer community, case studies, references, testimonials, and best practice knowledge sharing
• Functions as the voice of the customer, and provides internal feedback on how isolved can better serve our customers
• Other projects as assigned

Minimum Qualifications

• Experience in Customer Success, Account Management, or a related customer-facing role.
• Excellent communication, presentation, and relationship-building skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience collaborating across teams to achieve customer outcomes.
• Confidence managing difficult conversations, renewals, and negotiations.
• Proficiency with Microsoft Office (Outlook, Excel, PowerPoint).
• Experience with HCM, HR, or Payroll.

 

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management, and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

 

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.