Customer Success Manager

• Stand as CloudPay single point of contact facing the Client for a Global Payroll Managed Service solution
• Ensure the appropriate transition from the setup of the new client to the service model including the usage of consolidated Services systems (Reporting, Invoicing, KPI, etc.)
• Ensure the coordination to the Service Partners in triggering, track progress and closing the service delivery either with in-house or with external Service Payroll providers
• Facilitate Client to adopt consolidated services and to move into a centralization model
• Monitor and manage the Client relationship and satisfaction at headquarters level
• To solve potential issues that may prevent the satisfactory and timely completion of the global services
• Develop, produce and monitor a master service schedule to ensure timely achievements of all deliverables
• Visiting the client at least once a year to increase customer intimacy
• Create account plans for these bigger clients to Manage the client as a whole
• To act on the client demands and trigger actions, track progress and close the service delivery
• Identify opportunities for upselling and expansion to drive revenue growth.
• Proactively address challenges to drive value and maximize client retention.

• Proven CSM/Account management/ strategic planning experience
• Knowledge / experience with Human Capital Management (HCM) or payroll applications is essential
• Payroll or HR industry experience is necessary
• Ability to engage at C-Level
• Demonstrable experience in similar business to business global Customer Success roles (Consulting or Account Management) that includes strategic planning and thinking, issue resolution and escalation management at both operational and executive levels
• Proven ability to collaborate and build strong relationships with customers especially at the Executive level
• Proven ability to engage across corporate functions (Sales, Managing Partners, Marketing, Ops, Customer Support and Product Management)
• Excellent verbal, presentation and written communication skills, including the ability to chair meetings and host webinars
• High proficiency in English is a must

• Competitive annual salary
• 20 days annual leave, plus bank holidays and statutory allowances
• Earned Wage Access (via CloudPay Now app)
• Birthday leave
• Cafeteria benefits
• Flexible Hybrid Working
• Life assurance
• Private medical insurance
• Personal and professional development opportunities
• Friendly working environment
   

CloudPay is committed to being an equal opportunities employer.

CloudPay is an organisation of over 1,300 people united by a single purpose - to modernise the pay experience for business and people, raising the importance of pay processes beyond an operational function to become a true business advantage.

With a proud heritage of over 25 years, we are trusted to manage the pay processes of 250 global organisations, processing over 2.5 million payslips a year in 130 countries, handling over $24bn of payments in 168 currencies. We fully understand the challenges facing payroll teams and are committed to improving them.

Our integrated portfolio of payroll, funding, payments and pay on-demand solutions are delivered through a single cloud-based platform that can be deployed anywhere in the world. By unifying payroll, treasury and HCM functions and leveraging the latest technology, we can transform pay processes, making them fast and friction-free.

We're making payroll more flexible, with services that can be deployed globally, regionally and locally giving employees a choice of how they prefer to be paid - making pay a key differentiator.

And we're bringing certainty, with end-to-end compliance, always-on global data analytics and error-free automated operations, so however complex an organisation may be, payroll is one thing that can be relied on.

We're committed to providing an excellent employee experience through fulfilling projects, empowerment to make a difference, and an environment that inspires innovation.

The benefits of working at CloudPay include a competitive compensation package, career development opportunities, access to wellness resources, and a vibrant global culture.

We are looking for passionate individuals who maintain a strong desire to succeed.