Customer Success Manager (UK)

Job content

Ceridian is a global leader in Human Capital Management technology. Simply put, we allow our customers to do the most complex things well (HR, Payroll, Benefits Administration, Workforce Management and Talent Management) and do them to scale.

Makes Work Life Better™ is our brand promise, not only to our customers, but to our employees as well. Our flagship platform, Dayforce, helps leaders make smart decisions based on data, strategy and intelligence that create value and maximize productivity.

How do we make work life better?

• By delivering an award-winning product, conceptualized and developed by award-winning leaders, that result in award-winning customer employee experiences
• By hiring highly innovative, diverse talent that fully embraces and embodies our core values in everything they do: Customer Focus, Equity, Shared Ambition, Agility, Transparency, Optimism
• By using modern technology, such as voice-activation with Dayforce Assistant and access to your money as soon as you earn it with Dayforce Wallet to stay in rhythm with the evolving demands of our 4 million global users

We understand that no matter where you are, choosing a new employer is always one of life’s most stressful events. We encourage you to check us out at Ceridian.com to learn more about how we are impacting the world of work for our customers, employees and you!

Location: For this role, we are open to remote work and can hire anywhere in the United Kingdom.

About The Opportunity

Ceridian is currently seeking a dynamic Customer Success Manager to help lead large scale HCM clients spanning from Implementation through ongoing service delivery.

As a Customer Success Manager joining our HCM team, you will assume a key leadership role as a business and technical champion for our global and enterprise customers. In this role, you will function as the owner for technical, commercial, product and support requests and be responsible for coordinating and mobilizing internal colleagues to ensure customer success. As a trusted client advocate, you will think strategically about the business requirements, products and delivery milestones helping our clients understand best practices around Dayforce HCM.

You will be responsible for indirectly managing global diverse teams and overseeing the smooth integration of our delivery model with client stakeholders. To be successful in this exciting opportunity you must have the energy, passion and fortitude to grow the business, coupled with a high sense of technical expertise, business acumen, ownership and accountability for ongoing service delivery.

Specific performance and personal competencies required for the position include:

• Strong client management, commercial, technical and business acumen combined with a passion and strength for building robust client relationships with C-level leaders.
• Enjoy working with complex global HCM customers and have the knowhow of what it takes from a people, process and technology perspective to drive successful HCM delivery.
• Strong aptitude to tackle hard business and technical requests independently.
• Ability to learn our technology quickly, as well as have a keen appetite in doing so.
• Demonstrated success in Customer Support, Implementation or Professional Services function for a product/SaaS company with enterprise customers.
• Ability to present authoritatively and persuasively to executive level client audience.
• Thrive in customer facing, engagement shaping positions and be passionate about working with creative people and leading large scale engagements.
• Demonstrated ability to manage multiple work streams and projects with a strict attention to detail and drive results such as revenue retention, feature adoption and customer satisfaction.
• Strong negotiation and communication skills with the ability to think and plan into the future.
• Ability to energize, galvanize and motivate disparate teams to deliver against customer requirements.
  
  

Skills And Experience We Value

• Bachelor’s degree in Science, Technology, Engineering, Math or equivalent experience (Computer Science preferred).
• 8+ years of relevant work experience in leadership, customer relationship management, consulting, implementation, or support roles demonstrating progressive advancement and achievement.
• 3+ years of relevant work experience in owning and managing large, high net worth complex clients in the EU, UK or North America.
• Comprehensive understanding and experience of HCM best practices and how to apply them against customer requirements.
• Project management experience, as you will be coordinating across various internal teams to ensure success for your accounts.
• Experienced in communicating technical information and complex technical issues to a variety of stakeholders.
• Familiarity with Microsoft Technology (.Net / Windows Server / SQL Server), and/or HTML. Understanding of file feeds, XML and SQL.
• Thorough understanding of Software-as-a Service (SaaS) business model and exposure to hosting and change management protocols.
• HCM product knowledge desired
• CPP, CIPP, FCP, CBP, SPHR/PHR, SHRM- SCP/CP, ITIL certifications highly desired
  
  

What You’ll Get To Do

• Own and manage a portfolio of enterprise and global clients (1-4) with annualized revenue between $2.5 - $8M.
• Exercise effective portfolio stewardship and control with a key emphasis on revenue retention and credit claims.
• Own, drive, understand and help facilitate key annual business calendar projects and requirements with various internal resources to include Year End and Annual Enrollment activities.
• Provide technical leadership and support technical excellence by investigating technical issues and delivering best practice recommendations to the client.
• Lead all client meetings and engagements. Regularly monitor relationship performance and resource allocation from a customer delight and margin perspective.
• Encourage and enable constructive cross-country teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviors that are not consistent and/or the best interests of the business and our clients.
• Effectively plan, coordinate, and support application upgrades changes and hotfixes to drive successful outcome.
• Take a proactive approach to client planning by collaborating with product, Dayforce Support, other internal partners and senior management, as appropriate.
• Contribute to the implementation process through governance frameworks, best practices and standards to ensure quality, effective risk management and compliance.
• Engage with resources in Hosting, R&D, and Implementation to drive issues to closure.
• Work with product management and Dayforce support teams on product innovation and enhancements that will improve the products and services we provide to our clients.
• Has an “I own it” attitude about deliverables and projects from start to finish.
• Responsible for ensuring contract and service level agreements (SLA) compliance.
• Seek out and embrace feedback, take on assignments that challenge and improve skills
  
  

Ceridian is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We provide our employees with comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced lifestyle to achieve personal and professional success. We encourage all individuals to apply for positions that fit their passions.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by a Ceridian Recruiter with a @ceridian.com email directly from our organization.

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