Customer Outcomes Manager

Visier | Vancouver, Canada

Posted Date 1/08/2020
Description

The Customer Outcomes Manager owns the relationship with customers post-sale and throughout the lifetime of their relationship with Visier. They work with a designated book of customers to ensure their target outcomes are achieved, and the customer renews and expands 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 our customers to achieve their unique goals and become advocates for our solutions in the marketplace and practitioner community.

What you'll be doing...

  • Establish and maintain strong, credible relationships with Visier champions and sponsors in the customer organization (typically Senior leader and Executive level)
  • Configure and maintain the 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 and features that help customers adopt our solutions effectively
  • Prepare and deliver business value summaries 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 guidance, tools and assets customers can self serve to drive adoption and success with our solutions
  • What you'll bring to the table...

  • 3-5+ years’ as a Customer Success Manager or Account Manager in a SaaS organization working with large enterprise clients (or equivalent combination of experience in customer service, professional services, business consulting, sales/marketing)
  • University degree (or comparable combination of experience and/or education)
  • Genuine service orientation; passion and drive for anticipating and meeting needs
  • Domain knowledge in Human Resources, HR information systems and technology, and how business intelligence and business analytics are used in enterprises, etc.
  • Technically fearless and enthusiastic to learn new technology
  • Highly organized, detail oriented; conscientious and thoughtful about maintaining the optimum cadence and quality of interactions with customers
  • Experience building, maintaining and using systems-based approach (i.e. Gainsight, ServiceNow) to drive customer interactions is an asset
  • Collaborative and tactful – able to explain the significance of a customer issue within a commercial context and rally internal teams to solve it; and, can work alongside Visier partners as part of one team dedicated to the customer’s success
  • Ability to travel up to 25% of the time to customer sites mainly within the region
  • Knowledge of contracting and procurement processes around SaaS subscription agreements is a definite asset
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