Senior Customer Success Manager - Deel-IT

Summary

You’ll be the face and voice of Deel for our clients, both internally and externally. In this dynamic role, you’ll be responsible for building genuine and durable customer relationships while converting those relationships into opportunities for long-term revenue growth. You will serve as our client’s trusted advisor by providing strategic guidance on operational and product-related issues. Simultaneously, you will be an internal advocate for clients with Deel by championing new products and capabilities to facilitate the expansion of each client’s business with Deel. You are a passionate business builder at heart. You get energized by tackling complex, challenging, often ambiguous problems and driving real impact across a business. You are not afraid to get your hands dirty to deliver projects. You are a talented generalist at home, diving into data for insights, and confident in cross-functional project management with multiple stakeholders. Working with great people is a non-negotiable priority because you thrive in a highly collaborative, high-performance team. If that is you, join our team!

Benefits

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all.

• • Provided computer equipment tailored to your role
• • Stock grant opportunities dependent on your role, employment status and location
• • Additional perks and benefits based on your employment status and country
• • The flexibility of remote work, including WeWork access where available

Responsibilities

• Accounts:

  • • The Senior CSM I will focus on a smaller number of high-value strategic accounts. Develop and execute comprehensive account strategies for long-term success.

• Risk:

  • • Proactively identify risks before they happen. Rally and project management internal stakeholders to address customer issues in a timely manner to optimize customer sentiment.

• Relationships:

  • • Build relationships with senior stakeholders. Develop a deep understanding of the customers business, hiring plans, and the outcomes that will define success of the partnership. Then put a success plan in place to maximize the customers’ experience. Host regular business review to review the partnership.

• Product:

  • • Be the voice of the customer by collecting product and operational feedback. CSM should prioritize requirements based on risk, urgency and revenue impact + project manage internal stakeholders to deliver priority items in a timely manner while setting appropriate expectations with the customer along the way.
• • Responsible for providing a high quality experience to our customers on a day to day basis.
• • Coordinate with internal stakeholders to ensure timely response and completion of customer requests.
• • Drive adoption of platform features that will lead to a better customer experience and better retention.

Qualifications

• • You have minimum of 6+ years of relevant work experience, including client facing experience

• Have previous experience in at least one of the following:

  • • fast growth startup, top-tier management consulting, investment banking, or private equity
• • Relationship builder who remains calm and collected when facing crisis or criticism and celebrates partners’ successes with them
• • Quantitatively-inclined and data savvy; you may not be a SQL expert, but you enjoy drawing quick, insightful conclusions from complex data sets, asking critical questions, and synthesizing raw numbers into simple, actionable recommendations
• • A reliable, motivated self-starter with a passionate growth mentality. You enjoy fast-paced environments, aren’t deterred by setbacks or pivots, and thrive in roles requiring a very high degree of responsibility
• • Have a solid track record of achievement - e.g. had success in a top tier company, delivered quantifiable business impact, quickly assumed responsibilities or won competitive awards
• • Have a strong analytical foundation with ability to manipulate and synthesize data
• • Are curious by nature and interested in making an impact

About Deel

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers. Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

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