Sr. Customer Success Manager

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 throughout 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.

What you'll be doing...

• 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.
• Converting ideas into actionable plans to further increase our stickiness within a customer's 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 strategic initiative targets in collaboration with Customer Excellence leadership.
• Passing initial certification exams, quarterly releases, maintaining expert level knowledge of Visier product offerings, configuration options, and demonstrating to customers.
• Being willing to take on additional responsibilities as needed.

What you'll bring to the table...

• Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly.
• A partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences.
• Actively building a network of relationships and using network connections to help get things done.
• Entrepreneurial thinking by understanding how the customer fits into the broader marketplace.
• Strong experience as a Sr. Customer Success Manager / Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing.
• Proactively identifying or anticipating a need for customers prior to them asking.
• Working knowledge of the sales and renewal cycles.
• The ability to manage implementation programs for customers newly onboarding and managing a value-driven backlog through the customer journey using a shared resource model.
• Understanding the relationship between customer team, management, and stakeholders.
• Domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics.
• Communicating in a polished, professional, and authentic way, with the ability to understand your stakeholders and adapt communication styles to foster desired outcomes.
• Maintaining a calm and focused approach to customers that are overly frustrated.
• Being highly detail-oriented and able to manage multiple initiatives and competing priorities simultaneously.
• Being organized and methodical with excellent follow-up to meet customer expectations and deadlines.
• Enjoying working in a fast-paced, dynamic, and growing organization, adapting to changes in roles and responsibilities.
• Being able to travel up to 15% as required.

Most importantly, you share our values...

• You roll up your sleeves.
• You make it easy.
• You are proud.
• You never stop learning.
• You play to win.

The base pay range for this position in Canada is $107,000 - $130,000 / year + bonus.

The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge, and skills. Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.