Customer Success Associate

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life BetterTM- Reflects our commitment to employees, customers, partners and communities globally.

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in Metro Manila.

About The Opportunity

The role of the Customer Success Associate is crucial in helping deliver customer value and improve adoption. The Customer Success Associate will engage with customers to guide them on their journey with Dayforce after implementation.

CS Associate is organized, agile, and passionate about Customer Success. They have excellent presentation and communication skills in both a 1 on 1 and group setting. They can work with customers based in other countries and alternate working day and night shifts. They are fluent in English and understand the nuances of working across other cultures.

CS Associates deliver value to both customers and bring efficiencies to internal teams.

What You’ll Get To Do

• Partner with our customers over emails, phone, and via other digital channels
• Assess and respond to inbound customer requests
• Proactively manage and deploy assigned portfolio of customer success engagements at scale
• Deliver 1:1 and 1: Many success programs and engagements, provide customer guidance as required
• De-escalate independently and effectively with some supervision
• Proactively engage key stakeholders and keep them in the loop (internal and external) on their requests/tickets or projects in progress
• Escalate internally as required
• Develop game plan and play point through to resolution
• Conduct Customer Office Hours and Webinars
• Perform activities that enhance customer user adoption and consumption
• Reduce ticket volume
• Use data to prioritize inbound and outbound customer requests and needs
• Manage own time to ensure delivery of assigned customer engagements
• Provide foundational technical and ‘How To’ advice
• Support Success Teams as necessary
• Own or contribute to internal initiatives
• Work collaboratively with the sales teams, services teams and other internal stakeholders
• Demonstrate customer management skills
• Acting as an objective customer advocate back into the business, maintaining a high level of customer satisfaction whilst managing customer’s expectations
• Maintaining customer details in Salesforce
• Ensure customers are fully informed about the Dayforce Messaging and Strategy
• Coordinating and working with internal functional and delivery groups to deliver required customer outcomes and results, coordinating the quality and timeliness of assigned customer communications
• Contribute to growing our Dayforce Customer Communities
• Participate in team projects and initiatives
  
  

Skills And Experience We Value

• 2+ years’ experience in customer facing role
• Preferably Bachelor’s Degree plus 2 years related experience, or equivalent combination education and related experience
• Foundational knowledge of customer success in SaaS industry, HR tech or Payroll industry
• Understanding of customer service processes and expectations
• Ability to build relationships with a number of stakeholders across the business internally and externally
• Excellent communication skills, written and verbal English language fluency
• Proficiency in using MS Office, Salesforce CRM or similar tool
• Familiarity with HCM software features and current competitive landscape
• Manage multiple, concurrent ongoing engagements and prioritize competing priorities
• Deliver high quality service in a fast-paced environment
  
  

What’s in it for you

Dayforce 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 encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud