Sr. Customer Success Manager

at  Visier Solutions Inc

VISIER IS THE LEADER IN PEOPLE ANALYTICS AND WE BELIEVE IN A ‘PEOPLE-FIRST’ APPROACH TO BUSINESS STRATEGY. OUR INNOVATIVE TECHNOLOGY TRANSFORMS THE WAY THAT ORGANISATIONS MAKE DECISIONS, ALLOWING THEM TO ELEVATE THEIR EMPLOYEES AND DRIVE BETTER BUSINESS OUTCOMES. EMBARKING ON AN EXCITING NEW CHAPTER IN OUR GROWTH STORY, WE ARE LOOKING FOR TALENTED INDIVIDUALS WHO CAN HELP BOTH VISIER AND OUR CUSTOMERS GROW, EVOLVE AND WIN!

At Visier, the mission of the Sr. Customer Success Manager (Sr. CSM) is to drive an exceptional customer experience through-out the post-sales journey. The Sr. CSM is responsible for a portfolio of accounts and leverages product expertise and a practitioner’s lens to align account strategy with business outcomes. The Sr. CSM plays an essential role in developing and managing ongoing relationships in order to maintain a high level of client satisfaction and loyalty. By maintaining a proactive focus on product optimization, adoption, and engagement, the Sr. CSM drives outcomes leading to renewals, expansion and advocacy.
As the trusted partner for the customer on use-case, product functionality and talent management best practices, the Sr. CSM collaborates closely with Sales to set outcomes and measurable objectives with the customer and ensures the customer is on track to see maximum value from the Visier solution. Engaging across the customer’s organization and internally within Visier, the Sr. CSM “quarterbacks” post-sales customer experiences, including those provided by various cross-functional teams, and proactively identifies opportunities and risks, presenting recommendations and solutions.

• Managing a portfolio of customers and conducting proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution
• In partnership with your aligned sales account executive, building a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected value realization, developing a value-driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals
• Building a consultative relationship with each customer and working across business and functional units to gain customer insight and build effective partnerships
• Serving as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross-functional collaboration across Visier
• Converts ideas into actionable plans to further increase our stickiness within a customers’ organization
• Providing industry insights, guidance, best practices, and recommendations to drive the customer’s identified strategic outcomes with their purchased Visier solutions
• Meeting assigned customer satisfaction and and strategic initiative targets in collaboration with Customer Excellence leadership
• Pass initial certification exams, quarterly releases, maintains expert level knowledge of Visier product offerings, configuration options, and has the ability to demonstrate to customers
• Be willing to take on additional responsibilities as needed