About Us: Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential. Overview:
Compensation: In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $87,715-$137,838 annually. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range. Live the Paychex Values:
The Manager of Customer Success is responsible for leading and supervising the day-to-day operations of Paychex Customer Success representatives. As the Manager of Customer Success, you will ensure your team drives the successful adoption and ongoing usage of our platforms and associated services. As an escalation point for clients, you will ensure your team provides timely issue resolution while continuing to drive value creation and customer satisfaction. The customer success leader is also responsible for coaching and developing customer success representatives while creating a working environment that allows them to thrive in their jobs.
Responsibilities:
- Lead a Customer Success team to retain customers and expand product and service offerings through ownership and accountability to meeting key operational metrics, including customer satisfaction, retention, cross-sell bookings, upsell bookings, and customer feedback scores; work with cross-functional partners in sales, marketing, and other functions to forecast and drive change with these metrics.
- Upskilling and coaching a team of Customer Success Managers, ensuring staff supports external customers, partners and internal parties.
- In conjunction with the respective management teams, assist in developing and implementing a training program to equip the team with the product, process, and organizational knowledge necessary to execute their job responsibilities successfully. Identify and provide learning needs and gaps in training, ensure Customer Success Managers complete training, and inspect and deliver the training.
- Ensure that critical Paychex product and service knowledge is transferred so that customer success managers can effectively do their jobs.
- Act as the primary point of contact for escalation issues.
- Handle the assignment of team members to all applicable new customers to ensure coverage.
- Bachelor's Degree in Bachelor’s degree from an accredited college or university or relevant experience - Preferred
- 5+ years experience years leadership experience leading high-performing teams, driving results and impact in a client success sales and/or service environment.
- Proven ability to be a business advisor across all Paychex products leveraging expertise to create valuable business relationships with customers.
- Experience successfully building customer relationships across complex organizations.
- Act with uncompromising integrity.
- Provide outstanding service and build trusted relationships.
- Drive innovation in our products and services and continually improve our processes.
- Work in partnership and support each other.
- Be personally accountable and deliver on commitments.
- Treat each other with respect and dignity.
- We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
- We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
- We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
- We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
- We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about. Equal Opportunity Employer: Not sure if you meet every requirement?
At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for tis position or another opportunity with us.
Paychex is an equal opportunity employer that fosters a workplace culture of Diversity, Equity, & Inclusion. Our valued employees and commitment to DEI are the essence of our internal and external success.
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