Legion is hiring a

Customer Success Manager (CSM)

Remote

Customer Success Manager 

Remote - US

Job Overview

The Customer Success Management (CSM) team partners with our customers to drive value creation and satisfaction with Legion's pioneering SaaS WFM solution. As a CSM, you’ll help our customers maximize value from their investment in Legion. As their trusted advisor and advocate, you’ll gain a deep understanding of their operations and strategic initiatives to drive bottom-line results for their business. This is a highly analytical role that requires executive-level relationship management, data analysis, Legion WFM product expertise, and polished communication.

Who You Are

  • You develop deep relationships from the ability to operate as a strategic second set of eyes; obsesses about your customers
  • You are an analytical, framework thinker with a talent for decomposing problems and generating generalizable solutions
  • You are an outcome-driven engagement leader who anticipates bottlenecks and gets things done
  • You are capable of ingesting a lot of data and simplifying it down to the key story elements that encapsulate the executive synthesis for a given audience
  • You are interested in joining a dynamic, entrepreneurial environment that requires adaptability and rapid reprioritization
  • You are collaborative and looking for a strong team-oriented environment

Your Qualifications

  • 5 years experience in customer-facing support or success roles
  • History of managing complex accounts with multiple stakeholder points of contact, with high customer satisfaction
  • Experience motivating customers through a process or organizational change to desired outcomes
  • Experience analyzing data and synthesizing it into data-driven stories and presentations; experimental design experience is a plus
  • Project/engagement management experience; successfully delivering complex projects on time
  • Understand the workforce management (WFM) ecosystem (2+ years exposure); ideally direct exposure to WFM SaaS software

What You’ll Do

Relationship Management

  • Serve as point person for a portfolio of multi-stakeholder, mixed industry customers, sometimes owning entire customer relationships
  • Establish high levels of customer partnership and trust, demonstrating a deep understanding of their labor and workforce management strategies
  • Leverage insight into customers to manage expectations and motivate them through unlocking the full potential of Legion's product
  • Support customers through requests, issues, escalations, and feedback
  • Advocate for your customer across Legion, representing them to all internal departments 

Engagement Management

  • Lead customers from implementation and training through to active, productive engagement with the product
  • Collaborate with customers to advise on organizational/process changes required to integrate micro-testing into their overall promotional and price planning process
  • Deliver on the above on schedule by maintaining momentum on many workstreams with multiple stakeholders and deliverables
  • Contribute to the development of best practices and internal tools/automation opportunities across the customer success lifecycle

Commitment to One Another

  • Effectively delegate tasks while managing requests among multiple customer teams
  • Mentor to others on account management and educate on specific customer needs
  • Motivate others and provides continuous feedback

Product Expertise

  • Become a product expert in core Legion WFM modules
  • Maintain core product expertise for end users and configuration
  • Grow product knowledge through regular release training
  • Communicate upcoming release themes and dates to the customer

What’s in it for You

  • Experience the excitement of working at and growing with an expanding venture-backed SaaS startup where you can make a huge difference
  • Be part of an exceptionally talented team that retains a significant focus on personal and professional development
  • Contribute to and get recognized for a significant period of growth for the business

 

ABOUT LEGION

Legion is seeking world-class talent to help us capitalize on a massive opportunity to enable the future of work for the 2.7 billion-person strong hourly workforce. Legion powers the future of work by redefining how companies manage and empower their hourly workforces. Legion’s autonomous, AI-powered Workforce Management platform enables companies to tightly manage labor spend while ensuring great experiences for their employees and customers. The software accurately forecasts demand, computes precise labor needs, and staffs the right employees at the right times based on employee skills and preferences. These uncertain times also require healthy workplace features that automate the scheduling of healthy employees and offer immediate response protocols in the event symptoms are detected. These capabilities and more are already built directly into Legion. 

Legion’s modern cloud platform pairs cutting edge machine learning, artificial intelligence, and beautiful interfaces to deliver over 10x return on investment. Legion was founded by Sanish Mondkar, the former Chief Product Officer of SAP, and serves many innovative customers including Dollar General, Five Below, Panda Express, Cinemark, and Vail Resorts. Legion has been recognized by Gartner, and was recently included on JMP Securities’ Hot 100 List of the Best Privately Held Software Companies. Legion is backed by preeminent venture firms such as Norwest Venture Partners, Stripes, First Round Capital, Webb Investment Network, Workday Ventures, NTT Docomo Ventures, and XYZ Ventures, and is based in Redwood City, California. 

BACKGROUND AND OPPORTUNITY

The hourly workforce currently constitutes almost 60% of the overall labor market in the United States and these nearly 80 million hourly workers are the driving force behind many of our largest domestic industries like food/beverage, retail and hospitality. Management of this workforce has historically been difficult due to high churn (average of 60%), high cost of replacement (average of $3,200 per employee in retail) and now new challenges are developing as millennials enter this market. The retail vertical alone spends $62 billion dollars a year on replacing workers and over 50% of hourly workers leave their jobs because of flexibility reasons. 

In our modern, Uber-ized times, younger folks seek gig-like flexibility, modern mobile first technology and compelling work options. They want to use an app on their phone to schedule work, not haggle with the manager over their schedule on a week to week basis. Likewise, employers are increasingly in need of a flexible and efficient labor model that supports the innovations (think pop up stores, home delivery, mobile ordering, service options etc) needed, and frankly demanded, by today’s modern customers. Mid market organizations have never had a technology platform to manage their hourly workers and the enterprise is mired in decades old technology (think Kronos, Infor) that’s both user unfriendly and wildly ineffective for managing today’s modern hourly workforce. There is a huge opportunity to modernize and upgrade how hourly workers interact with their employers and while enabling employers to be elastic, efficient and innovative...but no one has cracked the code until now. 

 

Legion is an equal opportunity employer. All applicants will be considered for employment without attention to race, religion, color, sex, sexual orientation, gender identity, age, national origin, veteran, disability status, or any other basis covered by appropriate law.

Job Applicant Privacy Policy

This Job Applicant Privacy Policy (“Policy”) describes how Legion Technologies, Inc. (“Legion”, “we”, “us” and “our”) collects, uses, and discloses “personal information” as defined under California law from and about job applicants who are residents of California.

This Policy does not apply to our handling of data gathered about you in your role as a user of our consumer-facing services. When you interact with us as in that role, the Legion Privacy Policy applies.

 
  1. Types of Personal Information We Handle

    We collect, store, and use various types of personal information through the application and recruitment process. We collect such information either directly from you or (where applicable) from another person or entity, such as an employment agency or consultancy, background check provider, or other referral sources. This information includes:

    • Identification and contact information, and related identifiers such as full name, date and place of birth, citizenship and permanent residence, home and business addresses, telephone numbers, email addresses, and such information about your beneficiaries or emergency contacts.
    • Professional or employment-related information, including:
      • Recruitment, employment, or engagement information such as application forms and information included in a resume, cover letter, or otherwise provided through any application or engagement process; and copies of identification documents, such as driver’s licenses, passports, and visas; and background screening results and references.
      • Career information such as job titles; work history; work dates and work locations; information about skills, qualifications, experience, publications, speaking engagements, and preferences; and professional memberships
    • Education Information such as institutions attended, degrees, certifications, training courses, publications, and transcript information.
    • Legally protected classification information such as race, sex/gender, religious/ philosophical beliefs, gender identity/expression, sexual orientation, marital status, military service, nationality, ethnicity, request for family care leave, political opinions, and criminal history.
    • Other information such as any information you voluntarily choose to provide in connection with your job application.
  2. How We Use Personal Information

    We collect, use, share, and store personal information from job applicants for our and our service providers’ business and operational purposes in the recruitment process such as: processing your application, tracking your application through the recruitment process, contacting references with your authorization, conducting background checks you authorize, and making hiring decisions. We will also use job applicant information for internal analysis purposes to understand the applicants who apply and to improve our recruitment process. We may sometimes need to use applicant information for legal purposes, such as in connection with any challenges made to our hiring decisions.

  3. With Whom We Share Personal Information

    We will disclose job applicant personal information to the following types of entities or in the following circumstances (where applicable):

    • Internally: to other Legion personnel involved in the recruiting and hiring process.
    • Vendors: such as technology service providers, travel management providers, human resources suppliers, background check companies, and employment agencies or recruiters, where applicable.
    • Legal Compliance: when required to do so by law, regulation, or court order or in response to a request for assistance by the police or other law enforcement agency.
    • Litigation Purposes: to seek legal advice from our external lawyers or in connection with litigation with a third party.
    • Business Transaction Purposes: in connection with the sale, purchase, or merger.
  4. How to Contact Us About this Policy – If you have any questions about this Policy, please contact [email protected]

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