Manager, Implementation and Customer Support RiseSmart, Inc.
The Manager, Implementation and Customer Support will thrive in our exciting, high growth, fast-paced company that is making a real difference in our clients? lives and has built a culture that truly values contributions. Reporting to the VP Operations, this individual is responsible for implementation, training, and support of enterprise SaaS customers. The Manager, Implementation and Customer Support will bring strong expertise related to software delivery and support, but most importantly ? a passion for customer service and satisfaction.
RiseSmart is a dynamic fast paced Silicon Valley venture backed HR Technology Company. RiseSmart provides Next-Gen Career Management solutions. Our flagship product leverages a semantic job search technology platform, proven methodologies, and one-on-one support to help employers with their workforce strategy, and displaced employees with their career strategy.
RiseSmart has won several awards, the recent ones being the Golden Bridge Awards and the Stevie Awards for the Most Innovative Company, The Red Herring Top 100 Companies in North America and the Global 100 Award, and the Bay Area Best Places to work for 2011 and 2012 and was awarded ?Cool Vendor for Human Capital Management for 2012? by Gartner.
You will have primary responsibility for:
?Providing pre-sales implementation and delivery support consulting support in support of prospective clients
?Building client relationship and credibility by developing a deep understanding of client business objectives and requirements.
?Collaborating with clients in a ?trusted advisor capacity? to define project goals, process, timelines, and outcomes;
?Establishing best practices for implementation, training and ongoing client/user support
?Successfully implementing SaaS applications at RiseSmart?s enterprise accounts, including configuration, integration, customization and deployment based on customer requirements
?Setting up and delivering all necessary training for new and established customers
?Setting up and maintaining structure and processes for ongoing SaaS client/user support, including the selection and implementation of support tools
?Prioritizing and driving resolution on escalated customer issues.
?Identifying ?at risk? customers and intervene as needed.
?Monitoring and facilitating the customer?s adoption of our solution
?Growing user adoption and renewal rates by assisting with the development and implementation of customer best practices
?Developing account strategies to ensure targets achieved on key customer success metrics
Desired Skills & Experience
Our target candidate will have the following:
?Passion for customer satisfaction and success
?Ability to thrive in an Entrepreneurial and fast paced evolving environment
?Must possess a collaborative working style and thrive in a cross-functional team environment
?Excellent organization, time management, and communication skills.
?Strong written and verbal communication skills.
?Strong work ethic
?Strong client relationship skills and service orientation, ability to work in a demanding, client-focused, team environment.
?A minimum of 5+ years of account management or customer success experience, ideally in a SaaS environment
?Functional domain expertise with Human Capital Management and experience implementing and working with HCM systems (i.e. Taleo, Success Factors, Workday, PeopleSoft or similar application)
?Advanced knowledge and proficiency in the use of project management methodologies and tools, resource management practices and change management techniques.
?Experience training end users to use software
?Experience working with Fortune 500 Enterprise accounts, and senior level stakeholders
?Understanding of customer service and support practices, and experience working with multiple channels of customer service (web, email, phone, and chat) is preferred.
?Experience with release management and/or the development lifecycle is preferred.
?Experience building a customer success team and related processes preferred
?Experience managing teams preferred
?Consulting experience either as an internal consultant or with a consulting/software company preferred
?Proficient with Microsoft Excel, Word, PowerPoint, Project, and Visio
?Ability to travel as needed to customer locations
?B.S. or B.A. Required, MBA preferred
||San Jose, CA |