Director of Customer Success

• People | Strategic and tactical management of a team of Customer Success 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

• Directs and controls all activities of the group through delegation to management or high-level professional roles. Control planning, staffing, budgeting, managing expense priorities and recommending and implementing changes

• 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 success leaders and senior CSMs, and promotes inclusive workplace practices to achieve high employee engagement levels
• Build and maintains the strategic partnership with cross-functional stakeholders as well as customers, often including senior and executive contacts within the customer organization, influence transformation and change at scale, work through relationship and information complexity to provide insights and solutions on future improvements
• Partner with Services, TAMs, Support, Managed Ops executives to evaluate broader regional/geo/industry challenges and act as strategic partner to help us achieve companywide goals
• People Management, Coaching, Mentoring & Developing a team of CSMs
• Act as point of escalation for the leaders, provides coaching for issue resolution, removes obstacles and provides advanced conflict resolution coaching and management where necessary
• Build relationship and nurture team play

• Lead with transparency, integrity and curiosity

• Advance team impact by guiding prioritization and strategy for accelerating business growth and transformation
• Shape direction and priorities to ensure focus is on CS engagements that elevate our Dayforce product and its adoption at a global scale
• Evolve and improve CS engagement catalogue to meet changing business needs
• Work with other customer success leaders to support their efforts to scale their impact in the region and globally
• Ensure that teams 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

• Prioritize and manage risk forecasting, tracking, reporting and supervise associated risk mitigation initiatives
• Design and implement strategies that enable the team to maintain a high level of customer retention rate based on strong customer satisfaction

• Design and implement strategies that drive advocacy and reference-ability across our Dayforce customer base, ensure that teams deliver ROI and capture success stories through customer success engagement

• Design and implement strategies that have the greatest impact on adoption, growth, value realization and advocacy
• Anticipate and proactively prepare for customer and business future needs and pro actively form teams, and formulate solutions to ensure ongoing success of our business

• Evolve organizational impact by continuously introducing more rigor, consistency, and value to customers
• Build and review monthly and quarterly performance dashboard results, stay ahead of risk and opportunities for improvement, put in place actions to mitigate risk
• Plan and build out service capabilities, scalabilities, productivity, risk mitigation, and business continuity as per business needs
• Own budgets
• Lead special projects and initiatives that contribute to organizational and company goals

• 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

• Bachelor’s degree in Human Resources, Social Sciences, Psychology, Business Management, Computer Science, or relevant related fields or equivalent professional experience
• 6+ years in a manager or leadership role, or 10+ years of customer success management experience
• 12+ years of success, support, consulting/implementation, account management or related professional experience
• 5+ 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
• Executive communication and relationship management
• Excellent organizational and communication skills
• Proven track record in building a highly engaged, respected, and high performing team
• Demonstrated ability to set strategy, 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

Ceridian