Strategic Client Success Manager

About Us:
DailyPay is transforming the way people get paid. As a worktech company and the industry’s leading on demand pay solution, DailyPay uses an award-winning technology platform to help America’s top employers build stronger relationships with their employees. This voluntary employee benefit enables workers everywhere to feel more motivated to work harder and stay longer on the job while supporting their financial well-being outside of the workplace.
DailyPay is headquartered in New York City, with operations throughout the United States as well as in Belfast. For more information, visit DailyPay's Press Center.

The Role:

Responsibilities include serving the customers, driving growth through value delivery and anticipating and mitigating risks. You will define robust strategic account plans while closely tracking with tactical execution. The Strategic Accounts, Customer Success Manager assists in creating the communication and launch strategy for large enterprise accounts, to ensure appropriate growth metrics are exceeded and customer satisfaction is at its highest. You will develop strong relationships and become the Trusted Advisor to our Strategic Customers. This role will also identify new business opportunities as well as areas of improvement among existing customers.

How You Will Make an Impact:

• Account management from kickoff, launch through the customers’ life cycle

• Lead point of contact for all customer account management matters

• Drive a value based dialog with the Customer / Partner - defining joint success and value metrics and effectively communicating value realization through the customer’s lifecycle

• Suggest solutions and innovative ideas to meet client needs

• Develop broad and deep relationships in the accounts with operational and leadership in functional groups such as HR, Payroll, Business, IT, Finance, Operations and management team

• Develop trusted advisor relationships in the accounts with key customer stakeholders, and executive sponsors

• Collaborate with Growth and Marketing teams to drive maximum adoption

• Collaborate with internal Operations, Product and Support teams to ensure highest customer satisfaction

• Be the leader and orchestrator during customer escalation situations ensuring responsiveness and speedy resolution

• Clearly communicate the progress of monthly, quarterly and annual initiatives to internal and external stakeholders

• Upsell and cross sell new products and services

• Minimize Churn, anticipating and identifying risks and mitigating them

• Be the voice of the customer with internal cross-functional teams supporting them

• Gather customer feedback and work closely with product team to enhance product offering

• Analyze data through reports and trends, get insights to drive actions at customers

What You Bring to The Team:

• BA/BS degree in Business Administration or relevant field

• Proven work experience of 7-10+ years in Customer Success at a fast-moving HCM (Human Capital Management) / SaaS company managing Fortune 500 companies (national accounts); ideally with some time spent in business development / sales

• Worked in cross-functional collaborative environments

• Comfortable with ambiguity and rapidly evolving domain

• Demonstrable ability to communicate, present and influence customer stakeholders including C-level

• Solid experience with Account Management reporting systems, CRM software (e.g. Salesforce or HubSpot), Catalyst and MS Office

• Understanding of sales performance metrics or KPI’s

• Thrive on data / analytics and using it to drive insights and decisions - both internal and with Customers

• Experience delivering client-focused solutions to customer needs

• Results driven - Exceeded Retention, Customer Sat, and UpSell/CrossSell goals

• Occasional need to work outside of normal business hours as required to support customers may be required - Experience in HCM / HR / Payroll software

• Experience in HCM / HR / Payroll software

• Experience with B2B2C models and Marketing

What We Offer:

• Exceptional health, vision, and dental care

• Opportunity for equity ownership

• Life and AD&D, short- and long-term disability

• Employee Assistance Program

• Employee Resource Groups

• Fun company outings and events

• Unlimited PTO

• 401K with company match

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