We are looking for a Director of Customer Success and Transitions. You will initially report to the COO. This is a crucial role that ensures the successful sales transition and onboarding of each of our prospective customers and customer-facing employees onto our platform through the full life cycle. You will speak directly with Client stakeholders across various business lines and be one of the first interactions Clients will have following their sales conversations with our Sales team. You will be partnering with internal Product Design, Sales, Service Delivery teams, and external stakeholders to align resources and ensure workflow, process, content, and services are efficient and delivered above and beyond our and clients' expectations.Responsibilities:- Build and lead a high-performing team, including hiring, mentoring, and developing the Customer Success team globally- In partnership with COO and Product Design team, establish, communicate, and implement a strategic vision and plan for the Customer Success team, to include guidelines and supporting processes for Client onboarding and retention- Design, implement, and maintain a consistent service delivery model for all Clients and all jurisdictions, including Client onboarding and off-boarding processes- Manage the transitions and onboarding delivery by balancing strong execution on day-to-day responsibilities with our long-term vision and roadmap, taking into account Clients needs and expectations- Liaison with internal teams, Client stakeholders, and HR or Legal resources across jurisdictions to ensure workflows, documentation, service milestone scheduling, and playbooks are well defined to enable the best in class standards- Lead and support product & service revenue opportunities for current Clients, including developing and executing customer success plans- Oversee day- to- day operations on assigned accounts with an eye to delivering an unparalleled service experience- Develop weekly, monthly, quarterly and annual reporting of trends, advantages, issues, risks, and dependencies shared and discussed with Clients. Partner with HRBP and HRO service delivery teams to gather insights for informed reports and analyses- Engage regularly with Clients via strategic and operational reviews to evaluate needs and strategic direction- Lead effort to manage incident reporting and crisis management procedures; escalate incidents, compliance flags, employee relations questions and issues to- HRBP Service Delivery team. Ensure handover of incident management to HRBP team and follow up with Client stakeholders as needed with updates.Working hours: 8:00 AM - 5:00 PMSkills:The ideal candidate will have demonstrated organizational leadership capabilities, client-facing experience, a passion for driving business program impact through operational excellence and rigor, and experience navigating complex global requirements and regulatory constraints, with a collaborative and positive attitude.Education:BachelorsExperience:4-7 yearsQualifications:Minimum Qualifications- Proven leadership experience in Customer Success- Proven experience in managing people and building global teams paired with dynamic leadership competencies and negotiation skills- Expertise in global Customer Success in support of people/HR policies & procedures- Track record of prioritizing, defining, developing, and rolling out scalable Customer- Success solutions that address the needs of the business- Ability to thrive in a fast-paced environment with ever-changing priorities- Reputation for integrity, dedicated work ethic, and desire for ownership & accountability- Demonstrated track record of problem-solving- Proven high level of maturity, executive presence, and judgment in complex high- profile, client-facing situations- Relentless execution ethic and lots of energy; experience in driving and managing multiple projects under timelines and shifting priorities- Experience working cross-functionally with all levels of management, both internally and externally; collaborative nature with respect to multicultural virtual teams- Extraordinary writing abilities, with a knack for structured thinking, concise summarization, and dynamic tone.Nice to Have- Experience with EOR, PEO, HR, or Law- Understanding of relevant employment lawsMust Have- Flexible work schedule- GLOBAL customer success experience Benefits and Compensation- Remote anywhere in the world- Remote-first work culture- Flexible working hours- $120-$160k/yr- Apple laptopSpherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
We are looking for a Director of Customer Success and Transitions. You will initially report to the COO. This is a crucial role that ensures the successful sales transition and onboarding of each of our prospective customers and customer-facing employees onto our platform through the full life cycle. You will speak directly with Client stakeholders across various business lines and be one of the first interactions Clients will have following their sales conversations with our Sales team. You will be partnering with internal Product Design, Sales, Service Delivery teams, and external stakeholders to align resources and ensure workflow, process, content, and services are efficient and delivered above and beyond our and clients' expectations.Responsibilities:- Build and lead a high-performing team, including hiring, mentoring, and developing the Customer Success team globally- In partnership with COO and Product Design team, establish, communicate, and implement a strategic vision and plan for the Customer Success team, to include guidelines and supporting processes for Client onboarding and retention- Design, implement, and maintain a consistent service delivery model for all Clients and all jurisdictions, including Client onboarding and off-boarding processes- Manage the transitions and onboarding delivery by balancing strong execution on day-to-day responsibilities with our long-term vision and roadmap, taking into account Clients needs and expectations- Liaison with internal teams, Client stakeholders, and HR or Legal resources across jurisdictions to ensure workflows, documentation, service milestone scheduling, and playbooks are well defined to enable the best in class standards- Lead and support product & service revenue opportunities for current Clients, including developing and executing customer success plans- Oversee day- to- day operations on assigned accounts with an eye to delivering an unparalleled service experience- Develop weekly, monthly, quarterly and annual reporting of trends, advantages, issues, risks, and dependencies shared and discussed with Clients. Partner with HRBP and HRO service delivery teams to gather insights for informed reports and analyses- Engage regularly with Clients via strategic and operational reviews to evaluate needs and strategic direction- Lead effort to manage incident reporting and crisis management procedures; escalate incidents, compliance flags, employee relations questions and issues to- HRBP Service Delivery team. Ensure handover of incident management to HRBP team and follow up with Client stakeholders as needed with updates.Working hours: 8:00 AM - 5:00 PMSkills:The ideal candidate will have demonstrated organizational leadership capabilities, client-facing experience, a passion for driving business program impact through operational excellence and rigor, and experience navigating complex global requirements and regulatory constraints, with a collaborative and positive attitude.Education:BachelorsExperience:4-7 yearsQualifications:Minimum Qualifications- Proven leadership experience in Customer Success- Proven experience in managing people and building global teams paired with dynamic leadership competencies and negotiation skills- Expertise in global Customer Success in support of people/HR policies & procedures- Track record of prioritizing, defining, developing, and rolling out scalable Customer- Success solutions that address the needs of the business- Ability to thrive in a fast-paced environment with ever-changing priorities- Reputation for integrity, dedicated work ethic, and desire for ownership & accountability- Demonstrated track record of problem-solving- Proven high level of maturity, executive presence, and judgment in complex high- profile, client-facing situations- Relentless execution ethic and lots of energy; experience in driving and managing multiple projects under timelines and shifting priorities- Experience working cross-functionally with all levels of management, both internally and externally; collaborative nature with respect to multicultural virtual teams- Extraordinary writing abilities, with a knack for structured thinking, concise summarization, and dynamic tone.Nice to Have- Experience with EOR, PEO, HR, or Law- Understanding of relevant employment lawsMust Have- Flexible work schedule- GLOBAL customer success experience Benefits and Compensation- Remote anywhere in the world- Remote-first work culture- Flexible working hours- $120-$160k/yr- Apple laptopSpherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.