Skip to content

Careers

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 #:

201702284
Apply >

Description

The opportunity...
Kronos is looking for an enthusiastic, personable and experienced Community Program Manager to join our Customer Success team. As a Community Program Manager, you will lead a team of Customer Success Managers who actively engage customers through multiple channels to drive adoption, help them realize value with their Kronos investment, and create a community of advocates. We are looking for candidates with proven strengths in social media, forum/community moderation, email, telephone and in-person presentations, and someone who can write and deliver engaging content through 1: many digital platforms. This is a role for someone who is passionate about bringing groups together and building relationships, and a talent for leveraging a customer community to deliver value.

What’s in it For You
This role is an opportunity to lead the development of a program designed to nurture and retain our small and medium-sized business customers. Joining Kronos now is a chance to work for a market leader and help drive our Customer Success strategy.

Our Community Manager Will Focus On
•Developing a team of Customer Success Mangers who can effectively serve as advocates for customers with a focus on increasing adoption, ensuring retention and satisfaction, and reducing churn through a customer community.
•Serving as a strategic advisor to the customer, ensuring they are using Kronos products and solutions to the best of their ability so that they realize the value of their investment and achieve their goals
•Driving the evolution of a scalable Customer Success onboarding and lifecycle engagement program
•Keeping everyone in the Customer Success Community Program engaged and identifying opportunities to interact with other departments and customers. You and your team will:
oEnsure everyone in the community has as many ways and opportunities to engage and voice their opinion as possible.
oNurture the community in between engagements and let them know their voice is appreciated.
oManage content and communications
oUse data to determine relevant content to serve up to customers and to identify at risk customers
•Growing the Kronos Customer Success Community Program user base
oPlan, curate and create content to sustain community growth and new user engagement
oIdentify new and creative ways to engage with customers
oCreate and execute strategies to thoughtfully grow the community

•Collaborating with other Kronos departments, including marketing, support, sales, professional services and product management to:
oCoordinate and sometimes conduct open-ended user research to support our product managers as they develop product roadmaps.
oDeliver important feedback submitted by customers to the product and development teams.
oCoordinate with marketing to maintain consistent messaging.
•Staying up-to-date with digital technology trends. You and your team will:
oExplore, identify and stay on the pulse of new social developments and opportunities/channels/innovations/competitors to proactively direct current and future opportunities.

Qualifications

How do we know that’s you? You have:
•The education.
oA degree in Communications, Business, Marketing or related field
•The experience.
oYou have proven work experience as a Community Program Manager including:
-Experience launching initiatives such as
-Building an online forum
-Identifying advocates within the Community Program
-Creating a series of events to drive customer engagement
-Hands on experience with B2B social media management
-Experience working with Product and engineering Teams would be an plus.
-A love of people. You’re the life of the party and love connecting with people and understanding what makes them tick. You’re the sort of person who knows everyone, or you’re going to know them soon. You love when you can connect people who are able to benefit from your network
-An experienced people manager who can guide, grow, and develop a high-performing team
•The technical knowledge.
oYou have hands-on experience with online customer communication and online community management. Salesforce community experience a plus.
•The work style.
oYou have outstanding people management skills. You are detail oriented, self-motivated and can prioritize and multitask.
oExtremely strong verbal and written communication skills. You’re well-rounded and able to talk about a wide range of topics with ease.
oExceptional people skills and high level of empathy
Excels at problem solving - identifies and resolves problems time efficiently; gathers and analyzes information; develops solutions

#LI-POST

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.

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.