Director, Customer Success at Ceridian

| Minneapolis–Saint Paul, MN
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Ceridian is a global leader in Human Capital Management technology. Simply put, we allow our customers to do the most complex things well (HR, Payroll, Benefits Administration, Workforce Management and Talent Management) and do them to scale.

Makes Work Life Better™ is our brand promise, not only to our customers, but to our employees as well. Our flagship platform, Dayforce, helps leaders make smart decisions based on data, strategy and intelligence that create value and maximize productivity.

How do we make work life better?
  • By delivering an award-winning product, conceptualized and developed by award-winning leaders, that result in award-winning customer employee experiences
  • By hiring highly innovative, diverse talent that fully embraces and embodies our core values in everything they do: Customer Focus, Equity, Shared Ambition, Agility, Transparency, Optimism
  • By using modern technology, such as voice-activation with Dayforce Assistant and access to your money as soon as you earn it with Dayforce Wallet to stay in rhythm with the evolving demands of our 4 million global users
We understand that no matter where you are, choosing a new employer is always one of life's most stressful events. We encourage you to check us out at to learn more about how we are impacting the world of work for our customers, employees and you!

Location: For this role we are open to remote work located anywhere within the United States and Canada.

About the Opportunity:

The Customer Success Director will be responsible for managing a team of Customer Success Managers, strives to build trusted advisor relationships with our largest customers and help them build better teams that achieve more utilizing our Dayforce solution. This includes ensuring our customers are getting the maximum value from our solution as well as helping them adopt new features and products.

The role's primary responsibility is to ensure that each customer has achieved sustainable value from the Dayforce HCM solution. Accompanying this goal are Customer Success activities (e.g., on-boarding, adoption, advocacy, referenceability, retention etc.). This is an exciting opportunity for an experienced leader who has broad expertise in customer relationship management, and consulting. The ideal candidate will have large account management experience, understand what it takes to deploy enterprise software, be well-versed in cross team coordination, and have relationship mapping expertise and experience in HCM space. In addition it's important that this person has previous experience managing either a professional services or a customer success type organization. The position will report to the Vice President of Customer Success.
This is an excellent opportunity to join a rapidly growing leading innovator in next-generation Human Capital Management solutions in a challenging and rewarding role. The ideal candidate is highly energetic, highly trusted relationship builder, passionate about helping clients succeed, and thrives in a highly collaborative and fast paced environment.

What you'll get to do:

  • Attract, hire and retain a group of Customer Success Managers
  • Maintain the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives.
  • Ensure Customer Success teams are pro-actively engaging customers and internal teams of issues/risks
  • Serve as the executive escalation point as needed for customer escalations when critical technical support issues arise
  • Conduct ongoing business reviews that measure client success and build plans to achieve client success including:
  • Monitoring Service Levels across all operational teams (Support, Hosting, Implementation, Product Development)
  • Ongoing project status
  • Upcoming Product Roadmap presentations
  • Strategy sessions and solution optimization
  • Engaging services where needed for follow on projects
  • Establish recurring support targets and monitor performance
  • Provide information about Ceridian's company vision and product strategy as well as release readiness activities
  • Share best practices and connect clients to other clients to share ideas and industry best practices
  • Identify areas where solution optimization is needed and bring in the product subject matter expert to help
  • Solicit client feedback and work with internal partners to help drive product and operational improvements to enhance the overall Customer Experience
  • Partner with Support Management to continuously improve efficiency and quality of service to clients
  • Work closely with operational counterparts inside Ceridian (Hosting, Product Development, Implementation, Support, Billing) to drive issues to closure
  • Continually advocate for Clients and find new ways to add value to the Client
  • Drive client engagement by connecting clients to the broader Ceridian community of clients with attendance at events such as Insights and local events; providing opportunities to share their success stories and network with other clients for best practices collaboration
  • Manage and negotiate the renewal process when needed.
  • Identify additional solution expansion opportunities and refer to sales

Skills and Experience we value:
  • 5+ years consulting experience with Human Capital Management space
  • Effective management and business acumen
  • Proven experience managing influence through persuasion, negotiation, and consensus building
  • 5+ years leading and managing client facing teams successfully
  • Highly analytical with the necessary technical skills
  • Deliver powerful, effective presentations that convey confidence in Ceridian's company vision, industry trends, and
  • Familiarity with HCM software features and current competitive landscape
  • Managing large enterprise accounts (i.e. over 2,000 employees)
  • Excellent verbal and written communication skills, including the ability to chair meetings or host webinars and how Ceridian's product strategy addresses those trends.
  • Customer relationship management experience in the HCM space
  • Proven effectiveness with executive relationships, comfortable and confident in the board room
  • High emotional intelligence and ability resolve conflict wherever it arises
  • Highly self-motivated and team oriented
  • Ability to work virtual in a professional manner
  • Proficient with the tools of the trade (laptop, e-mail, Office apps, smartphone, Salesforce)Highly organized and efficient with exceptional follow through
  • Ability to manage a territory of clients and prioritize your time and travel
  • Bachelor degree required, at a minimum. Business or technical degree preferred

Travel Requirement: Up to 50%

Ceridian is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We provide our employees with comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced lifestyle to achieve personal and professional success. We encourage all individuals to apply for positions that fit their passions.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by a Ceridian Recruiter with a email directly from our organization.
Other details
  • Job Family Management
  • Job Function Customer Service
  • Pay Type Salary
More Information on Ceridian
Ceridian operates in the Cloud industry. The company is located in Minneapolis, MN, Fountain Valley, CA and St. Petersberg, FL. Ceridian was founded in 1992. It has 7000 total employees. It offers perks and benefits such as Volunteer in local community, Friends outside of work, Eat lunch together, Intracompany committees, Daily sync and Open door policy. To see all 85 open jobs at Ceridian, click here.
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