Customer Success Launch Consultant

The Company:

WorkStep is the leading employee engagement platform for the frontline. Our comprehensive solution brings HR and Operations teams together to help reduce turnover, increase productivity, and engage the hourly workforce. With WorkStep, leaders gather the feedback they need to take action and drive their business forward.

Our mission is simple: to make the supply chain a better place to work. WorkStep’s holistic employee engagement solution ties feedback to business outcomes and empowers leaders to drive meaningful, organizational change. By bringing comprehensive listening, predictive analytics and workforce communication together in one solution, WorkStep gives companies within e-commerce, manufacturing, retail, CPG, transportation, and logistics the tools they need to take action and transform their business.

The Role:

As a Customer Success Launch Consultant, you will play a pivotal role in ensuring the successful launch, onboarding and adoption of the WorkStep software. This role requires effective communication and project management skills to guide customers through the implementation and launch process. You are a team player that thrives in a fast-paced environment, and strives to make an impact on the customer experience, retention, and expansion.

You will report to the Senior Manager of Customer Success and work closely with the rest of the Customer Experience, Product, Sales, and Marketing departments to ensure clients have a seamless experience and appropriate resources to successfully launch the WorkStep software.

WorkStep is seeking a full-time Customer Success Launch Consultant who delivers a first class customer experience. If you have at least 5 years of customer-facing, HR, and/or HR Tech experience, want to learn, grow with, and make an impact on a fast growing tech company, this role could be perfect for you.

Responsibilities:

• Onboarding and Implementation:
• Lead the kickoff and onboarding process for new clients, understanding their business goals, and showcasing how WorkStep’s software aligns with and enhances their organizational objectives
• Partner closely with WorkStep Implementation, Account Management and Account Executive team to ensure we are meeting client expectations and success criteria
• Efficiently project manage the Launch of WorkStep, ensuring adherence to project timelines, execution of launch plans, while offering consultative guidance on ideal setups and best practices
• Customer Relationship Management:
• Deliver white-glove service to client’s Project team and user group, ensuring high satisfaction and successful project delivery, while fostering strong relationships with key stakeholders 
• Proactively monitor customer health, identify potential risks to satisfaction and implement strategic plans to enhance overall client satisfaction
• Resolve customer questions or issues through professional, proactive, and timely communication and follow-up
• Training and Education:
• Conduct training sessions to educate users on key features, functionalities, and key use cases, enabling them to derive valuable insights from the platform
• Track adoption and usage to ensure early platform adoption, promoting stickiness within client organizations
• Advise customers on best practices for product usage, change management, and action planning to help meet and exceed customer success KPIs
• Continuous Improvement:
• Collect feedback from clients on their launch, onboarding and the product user experience, and effectively communicate their feedback to the Product team and CEx organization to drive enhancements and process improvements

Requirements

• At least 5 years of customer-facing, HR, HR Tech, and/or consulting experience
• Comfort with presenting to, establishing relationships with, and advising senior level executives in enterprise-level companies
• Data-driven problem solver with a consultative approach to customer interactions
• Excellent communication skills, including verbal, written and numeracy
• Comfortable in a smaller rapidly evolving early-stage startup environment working remotely
• Passion for the WorkStep mission

Preferred experience:

• Has worked with Enterprise level clients (5,000+ employees) / $100K+ ARR accounts
• Project management experience
• Employee listening
• Surveys - employee, customer, design, analysis
• I/O Psychology
• Experience working with (or in) our primary industries: HR, warehousing, trucking, manufacturing and production

Benefits

WorkStep is a fully remote company, meani