HSP Group - Customer Success Manager (CSM)
Requirements
• A minimum of 5 years' experience in Customer Success, ideally in international expansion services or a related field. • Proven track record of meeting or exceeding expansion or upsell targets in a quota-carrying role. • A solid understanding of the international expansion industry, including EOR, entity management, payroll and statutory compliance. • Technical aptitude as it relates to the use of our products and services. • Experience with Salesforce or a similar CRM. • Experience promoting brand image and value through the customer experience. • Exceptional written and verbal English communication skills; additional language fluency is a bonus. • Strong accountability and personal organization, with the discipline to work effectively in a remote environment. • Relationship building. Exceptional ability to communicate and foster positive, trusted business relationships. • Relationship building. • Accountability.Takes ownership of customer outcomes and follows through on commitments. • Accountability • Organization. Strong project management, with the ability to proactively follow up and deliver results across multiple accounts. • Organization. • Solution orientation. A focus on identifying and addressing the root cause of issues. • Solution orientation. • Commercial awareness. Spots opportunities to add value and grow customer accounts. • Commercial awareness. • Effective communication. Confident communicating with senior personnel, both internal and external, and explaining product concepts clearly. • Effective communication. • Coaching mindset. Enjoys sharing knowledge and helping colleagues develop. • Coaching mindset. • Adaptability. Flexible and able to thrive in an evolving environment. • Adaptability. • Assertiveness. Assertive yet tactful, able to manage multiple business relationships effectively and deliver difficult messages. • Assertiveness. • If you would like to be part of a fast-paced, client first environment; where we focus on solutions rather than challenges, come and join our #HSPGlobalSolutionTeam! • #HSPGlobalSolutionTeam
Responsibilities
• Account Ownership and Customer Relationship • Take ownership of customer accounts after handover from Sales and manage the full customer lifecycle, from onboarding and implementation through to renewal and expansion. • Act as the primary point of contact and trusted advisor for each customer, coordinating support across HSP so that all customer needs are met promptly and effectively. • Build strong, long-term relationships with key stakeholders that support retention and account growth. • Develop a thorough understanding of each customer's industry, business activities and international expansion plans to anticipate their needs and recommend the right HSP services and technology. • Account Planning and Expansion Revenue • Create, maintain and regularly update strategic Account Plans that set out customer objectives, stakeholder maps, risks and growth opportunities. • Identify and assess white-space opportunities within each account, including new countries, service lines and business units. • Build and manage a qualified pipeline of upsell and cross-sell opportunities, and convert it into revenue to deliver against an assigned expansion quota. • Consistently demonstrate the value of HSP's services and technology to support adoption, renewal and growth. • Retention and Churn Prevention • Monitor account health and customer satisfaction, identify risks early and take proactive action to prevent churn. • Review and address customer requests, complaints and concerns, managing escalations through to resolution with the relevant internal teams and tackling root causes to improve the customer experience. • Follow up on outstanding customer payments together with Finance so that accounts remain in good standing. • Business Reviews and Reporting • Plan and lead Half-Year Business Reviews (HBRs) and regular service review meetings with customers, including preparing agendas, performance reporting and strategic recommendations. • Use these reviews to show the progress and impact of the partnership with HSP, agree priorities and align on future expansion plans. • GateWay Platform Migration and Adoption • GateWay • Platform Migration and Adoption • Support customers through their migration to HSP's new GateWay platform, working with Product, Technology, Program Management and Operations teams to make the transition smooth and well-coordinated. • Act as the customer's main point of contact throughout the migration, communicating timelines, managing expectations and resolving any issues that come up. • Drive adoption of GateWay after migration through onboarding sessions, training and ongoing enablement, so that customers get full value from the platform's capabilities. • Gather customer feedback during and after migration and pass it to Product teams to support continuous improvement of the platform. • Voice of the Customer and Enablement • Contribute to training materials and educational content, including product tutorials, so that customers get full value from HSP's services and technology. • CRM and Administration • Keep Salesforce records accurate and up to date, including customer interactions, account health, pipeline and activity. • Support the wider Customer Success team with additional responsibilities as required, showing flexibility and adaptability in a growing function.
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