Customer Success Manager

Customer Success Manager

St Petersburg, FL

We are hiring a Customer Success Manager for our customer, Vault Verify, located in St Petersburg Fl. This is a hybrid position - 2-3 days in office.

The Customer Success Manager will be the primary contact for the customer upon completion of implementation of the Vault platforms. You will maintain consistent contact with existing customers, on a weekly and/or periodic basis, to ensure the Vault platforms are operating smoothly and the customer is satisfied. Working closely with the sales team and Chief Revenue Office, you will assist in drive customer satisfaction to ensure customer retention goals. Must have an entrepreneurial mindset, desire to work in a fast-paced environment and should have the ability to “wear many hats”.

Customer Success Manager Role and Responsibilities:

• Engage with existing clients at periodic intervals to ensure client satisfaction and compliance with Vault Verify and Vault I9 platforms.
• Post Implementation checkins at 30-day, 90-day and 6-month
• Ongoing quarterly, semi-annual and annual calls for business reviews.
• Engage with project managers, technical team and other Vault resources during and after implementation process
• Identify clients who may be transitioning to new HRIS/HCM platforms and build internal and client consensus for transition plan
• Build and Maintain client relationship through email, phone and web calls
• Engage client to identify gaps or needs around Vault platform and understand client goals and needs on broader HR or corporate basis. This includes monitoring clients for merger/acquisition activity and broad market awareness of their positioning.
• Ability to uncover additional client needs or goals relative to the Vault portfolio, including I9-E-Verify, background or drug screening, unemployment administration, tax credits and HRIS/payroll platforms
• Ability to summarize client calls for communication to CRO and to escalate identified issues to management team, where appropriate
• Ability to build and present annual business reviews for clients using PowerPoint

Client Support:

• Assist clients on a daily basis as necessary with I9 and or verification questions, needs, training
• Set up new users and update client directories as client contacts change
• Assist clients with communication tools and print materials