Senior Customer Outcomes Manager, West Region

Visier | Western North America (Remote),

Posted Date 1/08/2020
Description

The Senior Customer Outcomes Manager owns the relationship with the customer post-sale and throughout the lifetime of their relationship with Visier. They work with a defined set of our biggest customers to ensure their target outcomes are achieved and they renew and expand their relationship with Visier.

Visier is evolving its customer organization to include a dedicated team responsible for the success and retention of our customers. Partly in the field and partly centralized, we are a team of trusted advisors who partner with our enterprise clients to help them achieve their target outcomes with Visier. Advocating for them internally, we drive them to achieve their goals and become advocates for our solutions in the marketplace and practitioner community.

What you'll be doing...

  • Establish, develop and maintain strong, credible relationships with Visier champions and Executive, C-level sponsors in the customer organization
  • Create and maintain the strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected ROI and the roadmap to connect the adoption of our solutions to achieving their business goals
  • Drive adoption of our solution in the customer organization, matching product use cases to business needs and user groups, and suggesting services that help customers adopt our solutions effectively
  • Conduct Business Reviews to confirm the customer is achieving value and to address service delivery gaps and opportunities to achieve more value
  • Proactively identify and resolve escalations and commercial risk on accounts, collaborating with Support, Professional Services, Sales, Product and leadership teams
  • Lay the groundwork for and negotiate the successful renewal of the customer’s Visier subscription
  • Identify and nurture qualified leads for expansion and up-sell/cross-sell
  • Monitor metrics for customer health and satisfaction including NPS, usage, other leading and lagging customer health indicators
  • Contribute to building and evolving our set of thought leadership, guidance, tools and assets customers can use to drive adoption and success with our solutions
  • What you'll bring to the table...

  • 10+ years’ experience as a Customer Success Manager in a SaaS organization working with large enterprise clients, or combination of experience in customer service, professional services, business consulting, sales/marketing and leadership
  • Demonstrated ability to be credible and compelling in Executive-level, client-facing situations
  • University degree (or comparable combination of experience and/or education)
  • Domain expertise in Human Resources and good working knowledge of HR information systems and technology, business intelligence, applied analytics, etc.
  • Highly organized, detail oriented and self-driven
  • Genuine service orientation; passion and drive for anticipating and meeting needs
  • Collaborative and tactful; can influence internal teams to understand the significance of a particular customer issue and rally them to address it; and, can work alongside Visier partners as part of one team dedicated to the customer’s success
  • Technically fearless and curious; able to learn new products and features quickly
  • Confident and compelling communicator, proven ability to engage and influence a range of audiences via in person, web-based presentations
  • Ability to travel up 50-75% of the time to customer sites, to a named list of accounts/occasional internal travel
  • Knowledge of contracting and procurement processes around SaaS subscription agreements is an asset
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