Ceridian

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in Metro Manila. Open to candidates willing to work night shift.

About the Opportunity

In this role, the leader will be responsible for enabling the Customer Success Organization people, teams and ongoing transformation:

• People | Strategic and tactical management of a team of Program Managers in the region
• Operational Excellence | Lead the way as trusted strategic partner to the business and oversee strategy execution, efficiency, scale, optimization and innovation in the region
• Team Play I Act as customer success organization ambassador and partner to the broader business and to our global CS business on our mission to Make Work Life Better

What you’ll get to do

As a Senior Manager of the Dayforce Customer Success Management team, this individual will lead a group of highly skilled customer success managers by providing oversight, mentoring, coaching, and operational leadership to deliver against customer success business mandate. The Senior Manager is hands-on with the Dayforce product and demonstrates a sound customer success domain expertise to enable CSMs to collaborate with Services, Sales, Support, Managed Operations and other key stakeholders ensuring connected customer experience, customer success and satisfaction.

People

• Lead a customer success team, virtually in multiple time zones to meet or exceed team performance metrics and annual business goals
• Provide coaching and mentoring to CSMs, and drives high employee engagement levels
• Build and maintains the highest level of partnership with cross-functional stakeholders as well as customers, often including senior and sponsorship contacts within the customer organization, harmonize friction and be a positive change ambassador
• Partner with Services, TAMs, Support, Managed Ops organizations to evaluate customer challenges and acts as gatekeeper to ensure success engagements are leveraged strategically to achieve organizational goals
• People Management, Coaching, Mentoring & Developing a team of CSMs
• Act as the first point of escalation for the team, provides crisis management, incident and problem management
• Build relationship and nurture team play
• Lead with transparency, integrity and curiosity

Growth

• Lead the development and support the team with execution of customer success engagements that accelerate business growth and transformation
• Focus on CS engagements that promote business priorities, design engagements that help us achieve the motto of ‘all roads lead to Dayforce’
• Standardize CS engagement catalogue
• Work with other customer success leaders to support their efforts to scale their impact in the field
• Leads team to define and deliver ROI and capture success stories through customer success engagement
• Guide, monitor and approve renewal proposals, commercial contracts, and RFP inputs
• Assist the team in complex negotiations and contract renewals

Voice and Value

• Evolve existing risk forecasting, tracking, reporting and associated risk mitigation initiatives
• Coordinate information flows and communication strategies internally and with customers about key Dayforce updates and changes to product, service, major incidents, releases or similar
• Collaborates with Marketing to assess advocacy and reference opportunities, and work with CS organization to participate
• Assist the team in maintaining a high level of customer retention rate based on strong customer satisfaction, as well as making sure customers are reference-able for new sales prospects
• Assist the team in prioritizing CS engagements that have the greatest impact on adoption, growth, value realization and advocacy
• Assist the team in identifying customer needs, anticipate future needs and pro actively formulate solutions

Operational Excellence

• Evolve organizational impact by continuously introducing more rigor, consistency, and value to customers
• Build and review monthly performance dashboard results, determines area of improvements and address performance and operational risks
• Plan and build out service capabilities, scalabilities, productivity, risk mitigation, and business continuity as per business needs
• Review and monitor budgets,
• Lead special projects and initiatives that contribute to team and organizational goals
• Develop and evolve customer facing CSM assets
• Refine and evolve CSM rules of engagement
• Lead content for Highspot and Sharepoint

Team Play

• Work collaboratively with other parts of the business towards shared goals
• Foster caring connection with our peers in the business
• Communicate often, demonstrate approachability and community concern
• Develop self and others

Skills and experience we value

• Bachelor’s degree in Human Resources, Social Sciences, Psychology, Business Management, Computer Science, or relevant related fields or equivalent professional experience
• 4 to 6+ years in a manager or leadership role, or 7+ years of customer success management experience
• 8 to 10+ years success, support, consulting/implementation, account management or related professional experience
• 4+ years’ experience in HCM applications or related HR tech domain
• Proven track record in motivating and leading a team of professional customer facing staff to drive successful outcomes and accomplish key milestones timely and effectively
• Ability to understand complex customer solutions and articulate in an easy-to-understand manner
• Proven track recording in leading critical projects or critical business changes
• Excellent organizational and communication skills
• Proven track record in building a highly engaged, respected, and high performing team
• Demonstrated ability to communicate vision, mandates, and plans to both internal team and other stake holders at leadership level
• Ability to partner, negotiate, and collaborate with other key partners within Dayforce to drive business goals
• Thorough understanding of Software-as-a Service (SaaS) business model
• Skilled at relationship management, influencing, professional communication written and verbal
• Multitasking, prioritization, follow through
• Demonstrated proficiency in MS Office, Salesforce CRM, one or more HCM products
• Data and analytical fluency