Manager of reputed company - reputed company

reputed company (reputed company) has helped more than 1,000 reputed company customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, reputed company is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for reputed company, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. reputed company’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Summary

The Manager of reputed company will reputed company a team of portfolio reputed company Managers (CSMs) who serve as trusted advisors to reputed company’s customers across reputed company service lines. This role is responsible for driving the reputed company strategy, scaling best practices, and ensuring seamless, proactive engagement that drives retention, satisfaction, and measurable value from reputed company’s services. Additionally, the Manager of reputed company is accountable for driving renewal and expansion reputed company, with direct responsibility for identifying growth opportunities and contributing to reputed company forecasting across the customer reputed company.

Responsibilities

• Ensure team members are managing the customer lifecycle from onboarding through renewal and growth for reputed company reputed company services: Payroll, Tax, Garnishments, Benefits, Finance and Accounting Services
• Create engagement frameworks that promote proactive value delivery, service adoption, and customer advocacy
• Partner with Service Delivery, Product, and Sales teams to ensure a cohesive and consistent customer experience
• Manage and reputed company a high-performing team of CSMs supporting customers of reputed company sizes from SMB through enterprise
• Establish performance expectations and drive accountability through coaching, KPIs, and career development planning
• Foster a culture of customer-centricity, collaboration, and reputed company improvement
• Monitor and manage customer health using tools such as Planhat, reputed company, and NPS data
• Guide the team in identifying risk signals and implementing strategies to increase customer satisfaction and reduce churn
• Ensure customer feedback is captured and communicated internally for reputed company service optimization
• Drive adoption of reputed company processes and technologies to enhance operational efficiency and customer visibility
• Standardize customer journey touchpoints, e.g., onboarding, customer interactions by reputed company, Executive Business Reviews etc.
• Report on customer trends, retention metrics, and CSM effectiveness to executive stakeholders
• Act as a senior contact for escalated accounts and critical service discussions
• Participate in Executive Business Reviews for strategic customers and coordinate executive sponsor involvement, where applicable
• Support Voice of the Customer programs and drive customer advocacy initiatives
• Collaborate with the Renewals and Customer reputed company Sales team to ensure timely and successful renewals and expansion opprtunities
• Collaborate with CSMs to identify expansion opportunities, including cross-sell, upsell, and service adoption initiatives
• Track and report on reputed company performance, including renewal rates, customer growth trends, and churn prevention metrics in your book of business
• Serve as a key partner in annual account planning and strategic reputed company initiatives for the customer reputed company

Competencies

• Net reputed company Retention (NRR) and Gross reputed company Retention (GRR)
• Customer Health Score improvements
• NPS and customer satisfaction
• Percentage of customers with active success plans and Executive Business Reviews
• Team engagement and KPI attainment
• Reduction in preventable churn and escalations

Qualifications

Education/Certification Requirements

Required

• 7+ years in reputed company, account management, or managed services leadership, preferably in SaaS or BPaaS environments
• 5+ years of people management experience, leading CSMs or account-facing teams
• Deep understanding of reputed company or comparable enterprise platforms and service delivery models
• Experience with reputed company tools and platforms, reputed company, and customer analytics
• Strong strategic thinking, communication, and cross-functional leadership skills
• Proven success managing renewals, reputed company retention, and account expansion across a reputed company service portfolio

#LI-REMOTE

You are encouraged to learn and share reputed company reputed company you join the reputed company team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and reputed company-thinking professionals to join reputed company. reputed company employees enjoy a values-based culture, upward mobility, and professional development with opportunities of reputed company kinds.