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 Better- Reflects our commitment to employees, customers, partners and communities globally.
About The Opportunity
In this role, the leader will be responsible for enabling the Customer Success Organization people, teams and ongoing transformation:
- People | Strategic and tactical management of a team of Customer Success Managers in the region
- Operational Excellence | Lead the way as trusted strategic partner to the business and oversee strategy execution, efficiency, scale, optimization and innovation in the region
- Team Play I Act as customer success organization ambassador and partner to the broader business and to our global CS business on our mission to Make Work Life Better
Night shift, covering NA working hours. NA public holidays.
As the Head of the Dayforce Customer Success Management team, this individual will lead a group of highly skilled people managers and/or highly experienced customer success managers by providing oversight, mentoring, coaching, and operational leadership to deliver against customer success business mandate. The Director leads a team that support Dayforce product and demonstrates an exceptional customer success domain expertise to enable their teams to collaborate with Services, Sales, Support, Managed Operations and other key stakeholders ensuring connected customer experience, customer success and satisfaction.
What You'll Get To Do
The Head is responsible for strategic and tactical management of the CS group, they ensure success of delivery of functional objectives, they approve work on complex initiatives, analyzing data and relationship is necessary. They participate in corporate development of methods and evaluation criteria for projects and people and make decisions that affect the financial performance of the company. They are responsible for managing team or group budgets. They will delegate, manage, be responsible for staffing decisions, budgeting and change management.
People
- Directs and controls all activities of the group through delegation to management or high-level professional roles. Control planning, staffing, budgeting, managing expense priorities and recommending and implementing changes
- Lead a customer success team, virtually in multiple time zones, to meet or exceed team performance metrics and annual business goals
- Provide coaching and mentoring to success leaders and senior CSMs, and promotes inclusive workplace practices to achieve high employee engagement levels
- Build and maintains the strategic partnership with cross-functional stakeholders as well as customers, often including senior and executive contacts within the customer organization, influence transformation and change at scale, work through relationship and information complexity to provide insights and solutions on future improvements
- Partner with Services, TAMs, Support, Managed Ops executives to evaluate broader regional/geo/industry challenges and act as strategic partner to help us achieve companywide goals
- People Management, Coaching, Mentoring & Developing a team of CSMs
- Act as point of escalation for the leaders, provides coaching for issue resolution, removes obstacles and provides advanced conflict resolution coaching and management where necessary
- Build relationship and nurture team play
- Lead with transparency, integrity and curiosity
Growth
- Advance team impact by guiding prioritization and strategy for accelerating business growth and transformation
- Shape direction and priorities to ensure focus is on CS engagements that elevate our Dayforce product and its adoption at a global scale
- Evolve and improve CS engagement catalogue to meet changing business needs
- Work with other customer success leaders to support their efforts to scale their impact in the region and globally
- Ensure that teams deliver ROI and capture success stories through customer success engagement
- Guide, monitor and approve renewal proposals, commercial contracts, and RFP inputs
- Assist the team in complex negotiations and contract renewals
Voice and Value
- Prioritize and manage risk forecasting, tracking, reporting and supervise associated risk mitigation initiatives
- Design and implement strategies that enable the team to maintain a high level of customer retention rate based on strong customer satisfaction
- Design and implement strategies that drive advocacy and reference-ability across our Dayforce customer base, ensure that teams deliver ROI and capture success stories through customer success engagement
- Design and implement strategies that have the greatest impact on adoption, growth, value realization and advocacy
- Anticipate and proactively prepare for customer and business future needs and pro actively form teams, and formulate solutions to ensure ongoing success of our business
Operational Excellence
- Evolve organizational impact by continuously introducing more rigor, consistency, and value to customers
- Build and review monthly and quarterly performance dashboard results, stay ahead of risk and opportunities for improvement, put in place actions to mitigate risk
- Plan and build out service capabilities, scalabilities, productivity, risk mitigation, and business continuity as per business needs
- Own budgets
- Lead special projects and initiatives that contribute to organizational and company goals
Team Play
- Work collaboratively with other parts of the business towards shared goals
- Foster caring connection with our peers in the business
- Communicate often, demonstrate approachability and community concern
- Develop self and others
Skills And Experience We Value
- Bachelor's degree in Human Resources, Social Sciences, Psychology, Business Management, Computer Science, or relevant related fields or equivalent professional experience
- 6+ years in a manager or leadership role, or 10+ years of customer success management experience
- 12+ years of success, support, consulting/implementation, account management or related professional experience
- 5+ years experience in HCM applications or related HR tech domain
- Proven track record in motivating and leading a team of professional customer facing staff to drive successful outcomes and accomplish key milestones timely and effectively
- Executive communication and relationship management
- Excellent organizational and communication skills
- Proven track record in building a highly engaged, respected, and high performing team
- Demonstrated ability to set strategy, communicate vision, mandates, and plans to both internal team and other stake holders at leadership level
- Ability to partner, negotiate, and collaborate with other key partners within Dayforce to drive business goals
- Thorough understanding of Software-as-a Service (SaaS) business model
- Skilled at relationship management, influencing, professional communication written and verbal
- Multitasking, prioritization, follow through
- Demonstrated proficiency in MS Office, Salesforce CRM, one or more HCM products
- Data and analytical fluency
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 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
Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process
