Role Overview

Our local and global customer base is growing rapidly, and we need an experienced B2B Account Manager or Customer Success professional to ensure they are properly onboarded, trained, retained, and grown––that their loyalty and usage of Workpay increases over time. Experience working with B2B SaaS products and professional services is essential. Your will to ensure our customers are successful from their first interaction with our product and services during onboarding and that they derive and generate maximum value over the long-term. Onboarding efficiency, retention, and revenue will be your primary KPIs as you work to train and empower customers to achieve their business goals with Workpay. You must therefore be a long-term strategic thinker and independent problem solver with a demonstrated track record of proactive customer relationship building, account management,  and sales.

Roles and Responsibilities

• Review new customer requirements, determine how they can be met by Workpay’s platform and services, and use a consultative approach to help them achieve their goals.
• Guide SaaS and EoR customers through Workpay’s respective onboarding, ensuring proper training, expectations, and resource awareness while minimizing time-to-value
• Identity and recommend opportunities to increase SaaS and EoR onboarding efficiency.
• Plan, manage, and lead Admin training-of-trainers and product/feature deep-dives.
• Support Growth team in delivering complex product demonstrations and pitches
• Conduct recurring outreach to customers to keep tabs on their business goals and challenges; track their value perceptions; align the two; and generate referrals.
• Collaborate with the Payroll Operations Manager to ensure statutory compliance for EoR customers and their employees through Workpay product and services.
• Optimize and monitor monthly recurring revenue (MRR) by ensuring renewed subscriptions and increased revenue through up-selling and cross-selling.
• Collaborate with Support and Product teams to ensure that problems are resolved to customers’ satisfaction and features are in keeping with their needs.
• Respond to high-level email and phone enquiries from customers. Help them better understand how Workpay’s product and services can meet their critical business needs
• Any other duties assigned by the Customer Success Manager.

Required Qualities and Qualifications

• A degree in IT, Customer Service, Sales, Communications, Business Admin etc.
• At least two years experience in B2B Customer Success or Account Management role. 
• Demonstrated business and technical training, analysis, and troubleshooting skills.
• Excellent written and verbal communication––specific and detailed; concise and clear.
• Personable and consultative with the confidence to advise and direct decisionmakers.
• Highly organized and structured; capable of leveraging IT tools to manage a high volume of priorities and conversations, ensuring none slip through the cracks
• Strategic thinker who preempts customer needs by proactively planning and engaging.
• Decisive, confident, and collaborative: equally capable of making quick, independent decisions or engaging team members and colleagues to solve problems.
• Growth mindset: ready to grow yourself and take on new challenges and opportunities, try new approaches, and respond to new developments within a fast-growing startup.
• A love for learning and sharing new IT tools to increase individual and group productivity
• Experience with Hubspot or similar CRM, onboarding, and ticketing solutions.
• Familiarity and comfort with Google Workspace for document creation & management.

APPLY USING THE LINK BELOW:

Customer Success Executive Workpay