Sr. Customer Success Manager

OneSource Virtual (OSV) is a leading provider of Business-Process-as-a-Service solutions for Workday. The Sr. Customer Success Manager ensures customers achieve their desired outcomes with OSV services by acting as a trusted advisor, driving adoption, increasing value, and managing retention.

Responsibilities:

• Handling overall responsibility for managing the customer relationship
• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services
• Acting as a liaison between the customer and varying OSV service delivery areas. The focus is ensuring services adoption and capturing feedback
• Developing success plans for customers that outline their critical success factors, metrics and measures for success, potential issues, and provide recommendations
• Prioritizing and driving resolution on escalated customer challenges
• Promoting opportunities for two-way communication
• Monitoring and facilitating the customer’s adoption of OSV services and solutions, as well as adoption of the workday technology
• Leveraging customer relationships as needed for prospect references
• Keeping customers informed of process and procedural changes
• Demonstrate competency in the Workday product suite - Financials, HCM, and Payroll
• Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction

Requirements:

• 2 -5 years in a customer facing services role (consulting or account management) that includes problem solving at both the business owner and executive levels
• Proven ability to collaborate and build strong relationships with customers, especially at the executive level
• Proven ability to engage across corporate functions (Services, Professional Services, Product Management)
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
• Bachelor's degree required or equivalent experience
• Excellent organization, time management, and communication skills
• Service industry experience a plus
• Up to 30% travel
• Passion for targeted customer focus