Senior Customer Success Manager; Hybrid - NY

Customer Service & Operations Senior Customer Success Manager (Hybrid - NY)

Brightmine has been providing HR solutions since 2002, empowering organizations to build successful work forces and create a purposeful workplace for all. We provide expert insight and practical tools to help organizations achieve greater efficiency, reduce risk, and increase employee engagement. Today, we are delivering smarter data analysis tools and cutting-edge technology to support future demands on HR in an increasingly digital world.

You can learn more about Brightmine product portfolio through the following link:
Brightmine’s product portfolio can be explored at Brightmine.

About the role:

Reporting into the Customer Success & Delivery Leadership Team, the Senior Customer Success Manager will be responsible for supporting our Reward solution within the Brightmine product portfolio in the US market. Working closely with other reward stakeholders to support our end users by truly understanding the needs and requirements of the organization and ensuring successful delivery of our product. The Customer Success & Delivery team is at the heart of the Brightmine business and plays a pivotal role in proactively ensuring the success of the Brightmine userbase.

Brightmine’s vision is about creating an inclusive, people-focused environment. A culture where individuals with ambition, curiosity and ideas can make an impact. Where you can think big, aim high and explore more.

Responsibilities

• Support customers by delivering seamless onboarding and executing a customer engagement strategy that drives account success and retention for the US reward product.
• Deliver online and occasional in-person training sessions to enhance user understanding and product adoption, with a focus on utilization of data and understanding market data available.
• Help customers determine which positions and functions may be similar in an organization. Assist in the support of customer provided role information (including job descriptions and specifications/competencies) and match this to the Brightmine data job matching taxonomy.
• Provide regular updates to the Customer Success & Delivery and Data Operations Leadership Teams on account status, plans, and next steps.
• Use data-driven outreach programs to increase engagement and ensure timely, targeted touchpoints.
• Problem solve and troubleshoot for customers in a repeatable manner while supporting helpdesk inquiries and ensuring proper user access.
• Maintain accurate records of all customer engagement activities.
• Provide key insights on customer trends to support process and product development.
• Develop and maintain clear account plans aligned with customer needs and goals.

Knowledge/

Skills:

Customer Success

Qualifications:

• Proven experience delivering world-class customer service including, delivering training to customers or internal teams.
• People-oriented with excellent listening and interpersonal skills.
• Commercial acumen and strong time management.
• Ability to build and maintain strong relationships with internal and external stakeholders.
• Highly motivated and proactive team player, able to operate autonomously and in an agile fashion.

Technical & Analytical

Qualifications:

• Ability to explain complex ideas clearly and simply to a non-technical audience.
• Experience of working with semi complex datasets or payroll data - knowledge of and involvement in job evaluation or job levelling processes is a plus.
• Intermediate or advanced Excel skills.
• Experience in Compensation and Benefits is a plus.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should contact

Primary Location Base Pay Range:
New York, NY $71,000 - $118,300.

Benefits

We know your well-being and happiness…