Director Of Customer Success

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 Ceridian.com to learn more about how we are impacting the world of work for our customers, employees and you!

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in the United States or Canada

About the opportunity

The Customer Success Director will be responsible for defining and delivering the customer experience to our Majors NA customers. The Director will lead a team of Customer Success Professionals responsible for the stability, retention, growth, and health of all customers within these portfolios. The Director will be responsible for creating an effective and efficient team-based approach and aligning internal processes, ensuring customer stability. Also, it will be critical to develop partnerships across the global customer office and sales to ensure our customers have an excellent experience.

This role’s primary responsibility will be to embed structured process for Customer Success to monitor customer engagement, effectively respond to customer inquiries, creating an efficient structure for both our internal teams and customers to thrive in within our team-based approach to customer success. This leader will work cross-functionally with other global customer success leaders to allow for clear communication, consistency and deliver an excellent customer experience. The Director of Customer Success will drive customer activities and engagement through our Dayforce Success Programs (e.g., on-boarding, adoption, advocacy, reference-ability, retention etc.).

This is an exciting opportunity for an experienced leader who has a proven track record in driving teams through change to achieve optimal efficiency internally, while ensuring our customers are delighted and happy. The ideal candidate will drive consistency, develop and communicate changes in process effectively and be a collaborative leader, well-versed in cross team coordination. 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 high performing Customer Success team members
• Be accountable to deliver segment and team KPI goals with readouts to internal business partners and executive leaders.
• Monitor customer base health and engagement through data analysis and Voice of Customer to drive proactive outreach, effective reactive execution and reduce risk to the business
• Monitoring Service Levels across all operational teams (Support, Hosting, Implementation, Product Development) Work cross-functionally with leaders in these areas to drive a positive customer experience.
• Serve as the executive escalation point as needed for customer escalations when critical issues arise
• Support team in appropriately advocating for specific/groups of customers
• Ensure team is informed and prepared to execute internally and externally in support of changes across the business
• Mentor CS professionals to understand and share best practices, encourage customers to network and share in the customer community to drive customer value and self-sufficiency.
• Drive customer engagement and advocacy that both helps our customers to be more connected to Ceridian (our community, our experts, our software) and to be willing to share their experiences as Ceridian advocates outside their organization.
• Look for trends – both negative and positive – to inform ongoing change in customer engagement/experience to then deliver improved customer value

What's in it for you

• Encouragement to be the best version of yourself at and away from work:
• YOUnity diversity and inclusion programs
• Amazing time away from work programs
• Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
• Recognition for your contributions through excellent pay, perks, and rewards
• Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
• Opportunities to fuel your career growth through numerous internal and external programs and events

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, coaching, negotiation, and consensus building
• 5+ years leading and managing client facing teams successfully
• Highly analytical with the necessary technical skills
• Familiarity with HCM software features and current competitive landscape
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
• Customer relationship management experience in the HCM space
• Proven effectiveness with executive relationships
• 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
• Bachelor's degree required, at a minimum. Business or technical degree preferred.

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 @ceridian.com email directly from our organization.