Senior Payroll Customer Success Manager

Requirements:

• Extensive expertise in customer-facing roles, preferably in the international Fintech/Payroll/HR tech space, ideally within payroll product and tech-focused environment.
• Solid knowledge of global payroll software and tools, with a strong understanding of global payroll systems and services.
• Experienced in leading, planning, executing, and overseeing cross-department programs, with excellent organizational abilities to drive multiple and complex projects, priorities and to manage stakeholders simultaneously.
• Proven track record of onboarding, growing, retaining and developing customers
• Clear ability to identify, engage, and build strong relationships with key stakeholders across different levels of the customer organizations.
• Excellent verbal and written communication and demonstration skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations.
• Extensive experience presenting to customers and stakeholders about HR/Payroll-related matters.
• Excellent attention to detail, particularly in HR/Payroll compliance and regulations.
• A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer projects.

• Knowledge of how global organizations and start-ups work.
• Readiness to work in a fast-paced environment.
• Understanding and experience with remote working.

Key Responsibilities:

• Develop deep understanding and expertise for Remote Payroll product(s) and services
• Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services.
• Long-term customer relationship management, ensuring the success and satisfaction of payroll customers.
• Own client retention & expansion, within payroll product and services.
• Identifying upselling & cross-selling opportunities, managing campaigns and product promotion and introducing new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity and HRIS)
• Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) product(s).
• Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements.
• Work closely with the Payroll and Sales team to help ensure the right expectations are set for payroll customers.
• Educate and train customers on key payroll information and processes to set them up for success.
• Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues.