(MAU) Customer Success Manager Sr

This role will be helping us achieve CS Organization mission and the following objectives: Main Duties/Responsibilities Lead partnering with customer on development of joint customer success plans, value plans and other essential customer assets.

Review and maintain such joint assets on a regular basis, contribute to ingoing improvement and evolution of such assets, maintain regular monthly and quarterly cadence and facilitating executive success reviews Conduct regular customer meetings with accounts within designated portfolio in accordance with governance framework and leading industry trendsOrchestrating partnership with the sales teams, services teams and partners to ensure success of Dayforce opportunities within the customer base.

Proactively identify revenue opportunities and leads and pass them on to sales for executionDemonstrate strong customer management, commercial, technical, and business acumen combined with passion and strength for building executive level customer relationships Leading preparation and presentation of business proposals, analyzing commercial data and making commercially sustainable, profitable recommendations Generating revenue as and when required, from existing customer base, by for example:

recommending/promoting value added services, participating in sales performance incentive programs Developing account and territory plans for designated customers, maximizing growth potential, customer maturity progression, improving retention and on time renewals, and securing advocates and referenceable customersMaintaining a high level of customer retention rate based on strong customer satisfaction, making sure customers are reference-able for new sales prospectsOperational excellence and ongoing improvement of managing and maintaining up-to-date customer contracts and renewals, reflecting the services engaged for and the expectations of the customersActing as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customer’s expectationsWork closely with customers at all levels of management to build trust and confidence in Ceridian’s suite of products and servicesContract management and negotiationAnticipate customers future requirements and provides broader industry/vertical/geo insights based on external and internal information Maintaining customer details in Salesforce and help evolve our CRM setup to meet ongoing changing needs of the business Ensure customers are fully informed about the Ceridian Messaging and StrategyCustomer’s first line of escalation for commercial, business and relationship issues, working and coordinating with key delivery groups to meet the customer’s needsOrchestrating internal functional and delivery groups to deliver required customer outcomes and results, coordinating the quality and timeliness of all customer communicationsIdentify solutions for greater and faster time to value through the understanding of customer requirements, external context, and researching the options available in our product and service offeringsAnticipate and manage customer issuesManage regional User Groups, attendance at customer days, case studies and testimonialsContribute to growing our Ceridian Customer Communities Participate or lead team projects and initiativesCollaborate and lead initiatives cross functionallySupport new hires during onboarding, ongoing mentorship for colleagues Skills & Experience 7+ years’ experience in customer facing role Preferably Bachelor’s Degree plus 7 years related experience, or equivalent combination education and related experienceFoundational knowledge of customer success in SaaS industry, HR tech or Payroll industryUnderstanding of customer service processes and expectationsAbility to build relationships with a number of stakeholders across the business internally and externallyExecutive presence, confidence and credibilityExcellent communication skills, written and verbalProficiency in using MS Office, Salesforce CRM or similar toolFamiliarity with HCM software features and current competitive landscapeManage multiple, concurrent ongoing engagements and prioritize competing prioritiesDeliver high quality service in a fast-paced environment Essential Personal Attributes & Behavioral Traits Customer-focused mindset with a dedication to delivering value and satisfactionTeam player who fosters collaboration and contributes to a positive work environmentSelf-starter and able to work with minimal supervisionResults driven with good balance of relationship and task orientation Systems thinker, purposeful and decisive Communicates with authenticity, courage and composureKey Working RelationshipsInternal Stakeholders:

CS Program Management, Customer Success Leadership, Sales and Marketing Leadership, Services Leadership, Global counterparts in all regions External Stakeholders: customers, partners, vendors, community members