Location: Little Ferry,NJ, USA
Why Work HereHeadquarters is in Charlotte, NCRecently expanded to nearshoreisolved ranked for SMB Payroll in 2023 Sapient ReportVoted top places to work in USA 2023Job DescriptionThe isolved Customer Success Ambassador is a role in customer success that strives to build trusted advisor relationships with our customers to help them build self-sufficiency in achieving more value in utilizing our isolved HCM solution. The Ambassador is responsible for all aspects of direct client account success, including training, on-boarding, adoption, and retention through digitally led engagement. The CSM/CSA is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executives, and other cross-functional teams. Additionally, during M&A activity, the Ambassador is responsible for customer profiling and communication that facilitates the customer's successful transition to isolved HCM and isolved service environment. The ideal candidate will have a solid background in HRIS solutions and understands the typical HR processes and customer needs, experience in using or implementing SaaS or in-house systems.Core Job DutiesTouch Point Management Create emails based on the customer's life cycle to drive value and usage of the isolved HCM platformLeverage pre-recorded webinars, video tutorials to drive adoption of the platformProvide regular (monthly or quarterly) newsletters to the customer to keep them informedWorking cross functionally with Marketing and Sales to product and deploy email campaigns to drive expansion of the isolved HCM platform.Adoption Assist customers through defined implementation and onboarding processesConsult during the onboarding process regarding best practices and ensure clients receive value from isolved HCM during the first 90 daysAssist Project Managers in shepherding customers through professional services engagements ensuring their active participation and timely completion of all projectsContinue to manage the Customer lifecycle touchpoints, as outlined in the programRetention Identify possible issues inside of your account base through CTAs, and assist accordinglyIdentify trends and other opportunities to work with Customer Marketing for outreach to provide value to your customersAddress customer experience issues through CTAs to prevent churnAssist Account Managers in working through renewal conversations as neededWork with Support to understand your customer's issue, and assist as an escalation point of contactExpansion Coordinate with Account Management to ensure the growth and expansion of your accountsIdentify growth opportunities within your accounts and forward leads to account executive counterpartWork with the billing team to assist with the remediation of past due balancesM&A Ability to identify and record key customer information that will assist in the transition to the isolved HCM platformCreate customer communications to assist in the transition from their current service bureau to the isolved HCM customer support environmentBe the bridge for the customers as acquired employees learn the isolved way to better assist the customers.Minimum QualificationsFamiliarity with HCM software features and current competitive landscape or SalesHighly self-motivated and team-orientedProficient with the tools of the trade (laptop, e-mail, Office apps, smartphone, CRM, etc)Ability to work in a fast-paced dynamic environment during tremendous growthHighly organized and efficient with exceptional follow-throughOrientation toward analytics and process improvement opportunitiesComfort in ambiguity and an ability to frequently switch gears with easeAbility to follow structured process and information entryAbility to manage risk across the client portfolio and in individual customer situationsDesire to communicate with clientsSuperior communication skills. Internal and external written/oral communication are critical in this roleBachelor's Degree or equivalent - preferably in a technical disciplineCustomer relationship management experience in the HCM space preferredAbout Isolvedisolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.EEO Statementisolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.Disability AccommodationVisit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.#J-18808-Ljbffr