Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life Better TM- Reflects our commitment to employees, customers, partners and communities globally.
Location: Work is about what you do, not where you go. For this role, we are open to remote work and can hire anyone in the United States or Canada.
About the Opportunity
Reporting to the Director of Customer Success, this role will be helping us achieve the Customer Success Organization mission for the Major Market segment of customers across North America. We are on a mission to deliver quantifiable business value through engagements that drive growth, advocacy, and adoption.
What you’ll get to do
- Lead partnering with customer on development of joint customer success plans, value plans and other essential customer assets. Review and maintain such joint assets on a regular basis, contribute to ingoing improvement and evolution of such assets, maintain regular monthly and quarterly cadence and facilitating executive success reviews
- Conduct regular customer meetings with accounts within designated portfolio in accordance with governance framework and leading industry trends
- Orchestrating partnership with the sales teams, services teams and partners to ensure success of Dayforce opportunities within the customer base. Proactively identify revenue opportunities and leads and pass them on to sales for execution
- Leading preparation and presentation of business proposals, analyzing commercial data and making commercially sustainable, profitable recommendations
- Generating revenue as and when required, from existing customer base, by for example:
- Recommending/promoting value added services, participating in sales performance incentive programs
- Developing account and territory plans for designated customers, maximizing growth potential, customer maturity progression, improving retention and on time renewals, and securing advocates and referenceable customers
- Maintaining a high level of customer retention rate based on strong customer satisfaction, making sure customers are reference-able for new sales prospects
- Work closely with customers at all levels of management to build trust and confidence in Dayforce’s suite of products and services
- Contract management and negotiation
- Anticipate customers future requirements and provides broader industry/vertical/geo insights based on external and internal information
- Maintaining customer details in Salesforce and help evolve our CRM setup to meet ongoing changing needs of the business
- Customer’s first line of escalation for commercial, business and relationship issues, working and coordinating with key delivery groups to meet the customer’s needs
- Orchestrating internal functional and delivery groups to deliver required customer outcomes and results, coordinating the quality and timeliness of all customer communications
- Identify solutions for greater and faster time to value through the understanding of customer requirements, external context, and researching the options available in our product and service offerings
- Manage regional User Groups, attendance at customer days, case studies and testimonials
Skills and experience we value
- Preferably Bachelor’s Degree plus 7 years related experience, or equivalent combination education and related experience
- Foundational knowledge of customer success in SaaS industry, HR tech or Payroll industry
- Understanding of customer service processes and expectations
- Ability to build relationships with a number of stakeholders across the business internally and externally
- Executive presence, confidence and credibility
- Excellent communication skills, written and verbal
- Proficiency in using MS Office, Salesforce CRM or similar tool
- Familiarity with HCM software features and current competitive landscape
- Manage multiple, concurrent ongoing engagements and prioritize competing priorities
- Deliver high quality service in a fast-paced environment
#LI-Remote
What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
About the Salary Ranges
Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud