Role Pitch Our fast-growing team is looking for an Associate Customer Success Manager. The successful candidate will work directly with our Customers to enhance their overall user experience and work one-on-one with Customers to build the customer relationship, engage key stakeholders at all levels and most importantly supporting customers to achieve their strategic business goals.

Key Responsibilities Daily Duties and Main Responsibilities will include:

• To stand as CloudPay’s single, high-level point of contact facing the assigned Customer portfolio
• To ensure the appropriate transition from the setup of the new client to the adoption of the service model including the usage of consolidated services systems (Reporting, Invoicing, KPI, SLAs etc)
• To facilitate Customer to adopt consolidated services and to move into a centralization mode
• Monitor and manage the Customer relationship and satisfaction at Customer, Senior, levels
• To ensure the coordination of the service delivery by triggering, tracking progress and closure of the payroll cycle, either with in-house or with external payroll service providers
• To solve potential issues that may prevent the satisfactory and timely completion of the global services
• To monitor master service schedules to ensure timely achievement of all deliverables
• To act on the Customer demands and trigger actions, track progress and close the service delivery
• To participate in intra-departmental projects
  
  

Description The Associate Customer Success Manager is the bridge between our valued customers and the CloudPay organization, with the ability to work collaboratively within Cloudpay global payroll operations team.

Attributes and Experience Required:

• Knowledge of international payroll processes and business cultures
• Customer Success or similar experience
• Strong customer service focus, assertive thinking and decision-making skills
• Excellent English verbal and written communication skills, as well as presenting skills, including the ability to chair meetings and host webinars
• Issues and pending actions tracking and delivery, escalation management required.
• Knowledge / experience with Human Capital Management (HCM) or payroll applications is beneficial but not mandatory
• Ability to work collaboratively with & engage across corporate functions (Operations, Sales, Implementation, Marketing, Customer Support, Product Management and Finance)
• This role follows EMEA shift, 3PM-12MN.
  
  

Benefits Package and Benefits:

• Competitive annual salary and benefits package
• 18 days annual leave plus public holidays
• Birthday leave
• Earned Wage Access (via CloudPay Now app)
• Flexible Hybrid Working
• 10 days sick leave
• HMO
• Personal and professional development opportunities
• Friendly working environment
  
  

CloudPay is committed to being an equal opportunities employer.

Please refer to job description.