PeopleDoc is hiring a

Manager People Success - Customer Success

Paris, France

PeopleDoc is on a mission to revolutionize how every HR function provide services to their employees. 

Our unique “state of the art” HR Service Delivery platform provides HR teams with the tools they need to provide great services while considerably decreasing the manual work behind the scenes and allowing companies to go paperless in their administration.

The PeopleDoc HR Service Delivery platform helps HR teams more easily answer employee requests on demand, automate employee processes,  across multiple locations. 
PeopleDoc serves more than 1000 clients with employees in 180 countries in 12 languages with a 100% customer retention rate. PeopleDoc is now a part of Ultimate Software. Ultimate Software is a Leader for Cloud HCM Applications.

More information is available at www.people-doc.com.

 

Job Summary: 

The Manager, People Success - Customer Success will be responsible for managing a team of Customer Success Managers (CSMs), serving customers with 1 - 5000 employees. She/He will ensure CSMs are well equipped and trained to deliver proactive customer services and ensure customers success, will manage reference program, and delivery of value-add services, while ensuring high customer satisfaction, and retention.

Improve the partnership with the Sales teams to identify areas of opportunity, to support them in delivering more value to customers, while ensuring a high level of satisfaction and retention.

Design a new service model around our SBS customers, finding the best way to support them, keeping multiple touch points all along the year without degrading our business model.

This people manager role will report to the Senior Manager of Customer Engagement, France.

 

Primary/Essential Duties and Key Responsibilities: 

Provide three to ten (3-10) statements, in order of importance, that describe the major activities/functions for which an employee in this job is held accountable.  

(List the activity and how it is done. Use action verbs.  State what end results the activity is to accomplish.) 

 

Required Qualifications:

(Knowledge, Skills and Abilities) 

  • Team management
  • Strong oral and written communications. Fluency in English is a must
    • SaaS environment experience is preferred
    • Excellent client presentation skills
    • Direct Client Contact is required
    • Technical skills for understanding PeopleDoc solutions (solution architecture, database and security, SaaS solutions)
    • Strong understanding of HR daily challenges
    • Flexibility, versatility and responsiveness
    • Sense of organization, attentiveness, dialogue, discipline and adaptability

    (Experience, Education, Certification, License and Training) 

    • Master degrees
    • Ideally 2+ people management experience
    • 4+ years of experience in project management 
    • 4+ years of experience in any customer facing role
    • Expertise on PeopleDoc products would be an advantage
  • Travel Requirements: 

    Please estimate the percentage of time an employee in this position would be expected to travel. 

    • 30%
  • Accountability: 

  • Number of direct reports this job supervises? _8 to 10_____
  • Does this job have budget responsibility? If so, please indicate amount. ____Can’t say yet
  • Decision making responsibilities: 
  • What decisions does this employee have complete authority to make?
          • Account’s attribution 
          • Discount on sales orders (upsell)
  • What decisions does this employee refer to others for approval?
  • What management level provides work direction, reviews or approves work in progress or completed for an employee in this job? 
        • Customer Engagement Senior Manager

    Key Relationships: 


    • Internal Key Relationships 
      • Sales, Product & Development, Transformation Services, Marketing, HR, Finance
    • External Key Relationships 
      • Customers
      • Sart-up network
      • Vendors

 

Manage Customer Success function, help CSMs proactively identify problematic customer situations, and put a plan to remedy those. Meet every customer assigned to the CSM at least once a quarter

25%

Mentor employees providing feedback on a regular basis. Address any performance issues straight away to ensure employees are aware of issues and have the chance to improve. Focus on the development of each and every team member individually

25%

Adjust as needed to ensure the team are motivated and/or investigate the reason for the decrease of motivation in team (or one team member).

15%

Improve the partnership with the Sales teams and Transformation Services team to identify areas of opportunity, to support them in delivering more value to customers, while ensuring a high level of satisfaction and retention.

15%

General Management Accountabilities: Team Budget Responsibility, Vacation and time off, Ensure team coverage, Salary & Compensation planning and discussion

15%

Other duties as assigned: liaise internally with other functions

5%

 

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