Senior Customer Success Manager

About the business:

Brightmine has been providing HR solutions since 2002, empowering organizations to build successful workforces and create a purposeful workplace for all. We provide expert insight and practical tools to help organizations achieve greater efficiency, reduce risk, and increase employee engagement. Today, we are delivering smarter data analysis tools and cutting-edge technology to support future demands on HR in an increasingly digital world. You can learn more about Brightmine product portfolio through the following link: https://www.brightmine.com/us/

About our Team:

The Customer Success & Delivery team sits at the heart of the Brightmine business and plays a critical role in proactively ensuring customer success across the Brightmine user base. The team works closely with Sales, Growth, Data Operations, and other internal stakeholders to deliver a seamless onboarding experience while supporting Brightmine’s vision of an inclusive, people-focused culture where ambition, curiosity, and new ideas are encouraged.

About the Role:

Reporting into the Customer Success & Delivery Leadership Team, the Onboarding Customer Success Manager is responsible for onboarding and implementing Brightmine products across the portfolio for both new and existing customers. This role ensures customers have a positive onboarding experience by delivering efficient, timely implementations tailored to customer needs.

You will work closely with New Business, Customer Growth, and other Customer Success & Delivery team members to support customers during the early stages of their subscription. By developing a strong understanding of each customer’s requirements, you will help ensure successful product adoption and a smooth transition to ongoing account management.

Responsibilities

• Support customers by delivering seamless onboarding and executing a customer engagement strategy that drives account success and retention for the US reward product.

• Deliver online and occasional in-person training sessions to enhance user understanding and product adoption, with a focus on utilization of data and understanding market data available.

• Help customers to determine which positions and functions may be similar in an organization. Assist in the support of customer provided role information (including job descriptions and specifications/competencies) and match this to the Brightmine data job matching taxonomy

• Provide regular updates to the Customer Success & Delivery and Data Operations Leadership Teams on account status, plans, and next steps.

• Use data-driven outreach programs to increase engagement and ensure timely, targeted touchpoints.

• Problem solve and troubleshoot for customers in a repeatable manner while supporting helpdesk inquiries and ensuring proper user access.

• Maintain accurate records of all customer engagement activities.

• Provide key insights on customer trends to support process and product development.

• Develop and maintain clear account plans aligned with customer needs and goals.

Requirements:

• Proven experience delivering world-class customer service including, delivering training to customers or internal teams.

• People-oriented with excellent listening and interpersonal skills.

• Commercial acumen and strong time management.

• Ability to build and maintain strong relationships with internal and external stakeholders.

• Highly motivated and proactive team player, able to operate autonomously and in an agile fashion 

Technical & Analytical Qualifications:

• Ability to explain complex ideas clearly and simply to a non-technical audience

• Experience of working with semi complex datasets or payroll data - knowledge of and involvement in job evaluation or job levelling processes is a plus

• Intermediate or advanced Excel skills

• Experience in Compensation and Benefits a plus

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.<