Customer Success Manager

About the job

As a Customer Success Manager at Ramco Systems, your role is crucial in ensuring customers realize maximum value from Ramco's solutions post-sale. You will be responsible for the end-to-end customer journey, from implementation to steady-state operations, focusing on driving adoption, value realization, retention, and growth. Your main responsibilities will include: - Customer Engagement & Executive Relationship Management: - Serve as the primary point of contact for senior customer stakeholders, including CXOs and decision-makers. - Build and sustain trusted advisor relationships, positioning Ramco as a strategic partner. - Conduct regular executive business reviews to communicate progress, value delivered, risks, and future opportunities. - Drive alignment between customer business priorities and Ramco's product roadmap. - Implementation Oversight & Product Adoption: - Own the customer journey from implementation to steady-state operations. - Ensure on-time, scope-aligned project delivery meeting agreed business outcomes. - Monitor solution adoption and proactively address gaps or resistance to usage. - Partner with internal teams to ensure smooth handoffs from implementation to support. - Value Realization, Retention & P&L Ownership: - Align Ramco's solution capabilities with customer business goals to drive measurable outcomes. - Track customer health indicators and proactively mitigate churn. - Identify expansion opportunities and collaborate with Sales on upsell and cross-sell initiatives. - Own account-level P&L, including forecasting, revenue planning, and profitability targets. - Escalation Management & Issue Resolution: - Anticipate and manage challenges across technical, process, and business dimensions. - Act as the escalation point for critical customer issues, ensuring timely resolution. - Balance customer advocacy with internal priorities to drive win-win outcomes. - Internal Collaboration, Advocacy & Market Intelligence: - Partner with internal teams to channel customer feedback into product improvements. - Represent the voice of the customer internally, influencing priorities. - Provide insights on Payroll domain trends, competitor positioning, and market shifts. • Qualifications Required: - 812 years of experience in customer-facing roles such as Customer Success, Implementation, Account Management, or Consulting. - Proven track record of engaging with CXO-level stakeholders. - Strong domain expertise in Payroll and Workforce Management. - Experience managing the full customer lifecycle. - Demonstrated experience owning account-level P&L.

Qualifications

• 8-12 years of experience in customer-facing roles such as Customer Success, Implementation, Account Management, or Consulting.
• Proven track record of engaging with CXO-level stakeholders.
• Strong domain expertise in Payroll and Workforce Management.

About the company

As a Customer Success Manager at Ramco Systems, your role is crucial in ensuring customers realize maximum value from Ramco's solutions post-sale. You will be responsible for the end-to-end customer journey, from implementation to steady-state operations, focusing on driving adoption, value realization, retention, and growth. Your main responsibilities will include: Customer Engagement & Executive Relationship Management, Implementation Oversight & Product Adoption, Value Realization, Retention & P&L Ownership, Escalation Management & Issue Resolution, Internal Collaboration, Advocacy & Market Intelligence.