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

Manager, Customer Success

Location:

Lowell - Massachusetts - USA, Remote - None - None

Function:

Professional Services and Consulting

Ref #:

201701016
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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!

Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, 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 the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries – including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications.  Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

Kronos is an Equal Opportunity Employer.

Description

We are seeking an experienced Manager, Customer Success, with a proven track record of supervising teams of Customer Success Managers, leading them to be 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:
•Train and coach Customer Success Managers toward advocacy for their 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.
•Identify opportunities for continuous improvement around the processes of Customer Success Managers.
•Define and oversee lifecycle processes, including exec sponsor program, Executive Business Review cycles, etc, for Customer Success Managers in your segment.
• Personally manage escalations from your direct reports, and follow a methodical escalation process to execs.
•Drive Customer Success Managers to 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
•Manage the development by Customer Success Managers of success plans that outline customer’s business goals and objectives
•Provide guidance and best practice identifying optimization opportunities specific to the customer's industry.
•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.
•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.
◦Build relationships with Sales and Service counterparts within your vertical expertise.

Qualifications

At least five years of Customer Success or Client Relationship Management or Account Management required, including managing customer-facing teams and remote workers.
•At least two years of work experience with cloud computing, hosting and/or SaaS environments required.
•Proven expertise within the Healthcare space. Workforce Management experience is preferred.
•Extensive professional experience in establishing and cultivating long-term customer relationships.
•Proven record of motivating and leading teams to accomplish set goals.
•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 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.