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Transcend the day-to-day work experience. Work inspired.

Strategic Customer Success Manager - Workforce Ready

Location:

Lowell - Massachusetts - USA, Remote - None - None

Function:

Professional Services and Consulting

Ref #:

201701384
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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. 

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

Description

We are seeking experienced Customer Success Managers with a proven track record of being customer-focused, operationally excellent, and critical thinkers that love to leverage data and relationships to provide increasing value to our customer to achieve their business goals and objectives.

Responsibilities:
•Be the key advocate for your customer portfolio with a focus on increasing adoption, ensuring retention and satisfaction and reducing churn.
•Establish and maintain mutually beneficial relationships with the customer executive sponsors as well as key roles in the organization to gain a 360-degree view of the customer’s use cases, satisfaction, and value perceived from Kronos.
•Gain and maintain knowledge of the customer's key business objectives and provide valuable insight into how to use the Kronos suite of products and services to achieve those goals
•Develop and collaboratively monitor success plans that outline customer’s business goals and objectives
•Provide and collaborate with the customer on the attainment of objectives driving higher adoption and value of the tools
•Provide guidance and best practice identifying optimization opportunities specific to the customer's industry.
•Monitor and track customer health through data-based health scores and the information that you can obtain through relationships with the customer. Leverage this information to openly discuss and mitigate risks, as well as capitalize on areas to increase advocacy
•Advocate for and represent the customer’s interests to all areas of Kronos. Proactively identify and suggest resolutions for any customer issues as they arise.
•Understand, discuss and measure return on investment based on products currently leveraged and act as the customer’s trusted advisor on how to continually improve upon that.
•Prepare and conduct regular Executive Business Reviews with customers in your portfolio, including relevant content and participants to help advance the customer’s business goals and objectives
•Engage the appropriate resources around Kronos to assist the customer with:
•Staying abreast of product enhancements and roadmaps, and continually integrating into appropriate customer success plans
•Driving product adoption and ensuring that customers in your portfolio leverage and adopt new features and functionality
•Assessing the customer’s placement on the workforce maturity curve, and advocate for plans to elevate the customer on the curve.

Qualifications

Desired Skills
•At least five years of Customer Success or Client Relationship Management or Account Management required
•At least three years of work experience with cloud computing, hosting, and/or SaaS environments required
•Experience within the WFM/HCM industries is preferred
•Extensive professional experience in establishing and cultivating long-term customer relationships
•Excellent written, verbal and presentation communication skills. Ability to execute at a high level in a home-based work environment is preferred
•Proven track record of thought leadership and influence
•Highly motivated self-started who understands and values a team environment
•Experience working with senior and executive management as well as front-line leadership teams
•Willingness to travel, including international travel, up to 25%

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EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.