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Manager, Customer Success

Location:

Macquarie Park - New South Wales - Australia

Function:

Professional Services and Consulting

Ref #:

20200013415
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Description

Kronos is 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. This role will manage a small portfolio of strategic accounts, in addition to managing a team of Customer Success Managers.
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
• 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:
o Staying abreast of product enhancements and roadmaps, and continually integrating into appropriate customer success paths
o Driving product adoption and ensuring that customers in your portfolio leverage and adopt new features and functionality
o Assessing the customer’s placement on the workforce maturity curve, and advocate for plans to elevate the customer on the curve
o Build relationships with Sales and Services counterparts

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 three years of work experience with cloud computing, hosting and/or SaaS environments required
• Workforce Management (WFM) / Human Capital Management (HCM) 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
• Proven track record of thought leadership and influence
• Highly motivated self-starter 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%

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. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

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. 

EEO Statement

Kronos is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.