Customer Success Manager

Overview

SHRM is a member-driven catalyst for creating better workplaces where people and businesses thrive together. As the trusted authority on all things work, SHRM is the foremost expert, researcher, advocate, and thought leader on issues and innovations impacting today’s evolving workplaces. With nearly 340,000 members in 180 countries, SHRM touches the lives of more than 362 million workers and their families globally.

The Enterprise Solutions Customer Success Manager (CSM) will deliver a consistent cadence of service to all enterprise clients to increase engagement and satisfaction. This position coordinates with the enterprise servicing team, including the sales representative, the enterprise solutions architect, and the product owners to better serve enterprise customers during their annual engagement. It provides relationship account management, service delivery, business operations, and creative thinking around how to support and service SHRM’s largest customers now and into the future.

This role is ideal for someone who wants to collaboratively build our service strategy as we deliver it.

• Relationship Convening
  • Serve as the convener for enterprise accounts– connecting the enterprise sales and servicing team to better understand how the enterprise partner will grow with SHRM.
  • Establish, maintain, and strengthen the relationships between SHRM and our Enterprise clients through proactive account management, continually understanding their organizational needs, and effective problem resolution.
  • Partner with internal SHRM team members and internal partners to provide support, advice, and guidance to address the workplace challenges of Enterprise and Executive members.
• Service Delivery
  • Develop and execute a comprehensive servicing strategy working collaboratively with the enterprise sales teams (Midsize and Large markets), Marketing, and other departments to provide comprehensive personalized support to assist the organization in meeting its workplace challenges.
  • Manage and execute delivery of products and services to Enterprise and Executive Members by working collaboratively with internal product departments and SHRM’s Customer Experience (CX).
• Business Development Support
  • Monitor and recognize business development opportunities. Partner with the Enterprise Solutions sales team to capitalize on opportunities and execute a renewal strategy for Enterprise customers.
• Drive Revenue Outcomes
  • Drive impact with enterprise customers to meet objectives in customer acquisition, retention, and delivery of other SHRM products, services, and programs.
  • Monitor and review product and membership benefit utilization with clients during regular strategy conversations (quarterly business reviews).

• Required
  • Bachelor’s degree in Business Management, Human Resources, Marketing, or similar field; or high school diploma (GED) with extended, equivalent, relevant experience.
  • Over 5 years of experience in an association, non-profit organization, or business managing external relationships and/or service delivery.
  • Experience developing and executing a plan with a proven track record of leading others in cross-functional teams.
  • Project Management -- Strong management, leadership, and organizational skills with demonstrated experience in project management efforts and executing an overall strategy
  • Customer Engagement-- Proven results in member or customer acquisition and retention, and account relationship management through a comprehensive personalized support and service strategy.
  • Communication Proficiency -- Excellent oral and written communication and interpersonal skills, including experience in giving public presentations or speaking activities.
  • Problem Resolution -- Creative approaches to problem solving are required. Ability to identify recurring problems, provide solutions, and recommend internal process enhancements.
  • Product and Solution Architect -- Ability to gain a thorough understanding of SHRM membership, products, and services and to collaborate closely with internal stakeholders who have delivery responsibility for SHRM offerings. Ability to bundle these offerings in impactful…