HSP Group sprijină companiile care își gestionează operațiunile internaționale și se extind pe piețele globale. Serviciile sale de consultanță și conformitate reunesc expertiză în domeniile financiar, fiscal, juridic și al resurselor umane, printr-o abordare centralizată și completă, concepută pentru a simplifica operațiunile, a menține consecvența în diferite regiuni geografice și a ajuta clienții să respecte cerințele locale de reglementare.
Customer Success Manager, International Expansion - HSP Group - United States Remote
Manage HSP Group customer relationships as they expand internationally through HR, payroll, compliance, tax, and advisory services. Drive retention, expansion revenue, and adoption of the GateWay platform.
Descriere
- Manage customer accounts from Sales handover through onboarding, implementation, renewal, and expansion.
- Serve as the main customer contact and trusted advisor while coordinating support across HSP.
- Develop lasting stakeholder relationships that strengthen retention and account growth.
- Learn each customer’s industry, operations, and international expansion plans to anticipate needs and recommend relevant HSP services and technology.
- Develop and maintain Account Plans covering goals, stakeholders, risks, and growth opportunities.
- Find expansion opportunities across countries, service lines, and business units.
- Create and manage upsell and cross-sell pipelines while meeting the assigned expansion quota.
- Clearly communicate the value of HSP services and technology to encourage adoption, renewal, and growth.
- Track account health and satisfaction, address risks, and reduce churn.
- Resolve customer requests, complaints, concerns, and escalations with internal teams.
- Coordinate follow-up on overdue customer payments with Finance.
- Organize and lead Half-Year Business Reviews and recurring service reviews, including agendas, performance updates, and strategic recommendations.
- Coordinate customer migrations to HSP’s GateWay platform with Product, Technology, Program Management, and Operations.
- Oversee migration communications, schedules, expectations, and issues.
- Increase GateWay adoption through onboarding, training, and continued enablement.
- Collect migration feedback for Product and communicate customer insights to Product, Operations, and Delivery.
- Help develop training resources, educational materials, and product tutorials.
- Keep Salesforce records current for customer interactions, account health, pipeline, and activity.
- Take on additional responsibilities that support the broader Customer Success team.
Cerințe
- At least five years of experience in Customer Success, preferably in international expansion services or a related sector.
- A demonstrated record of meeting or exceeding expansion or upselling goals in a quota-carrying position.
- Working knowledge of international expansion services, including EOR, entity management, payroll, and statutory compliance.
- Technical aptitude for using the company’s products and services.
- Experience using Salesforce or a comparable CRM platform.
- Experience reinforcing brand value through the customer experience.
- Excellent written and spoken English; fluency in another language is a plus.
- Strong ownership and organization, including the discipline needed to work successfully in a remote environment.
- Highly effective communication skills and the ability to build trusted business relationships.
- Strong project management capabilities, with proactive follow-through across multiple accounts.
- Ability to investigate issues and resolve their underlying causes.
- Ability to recognize ways to add value and expand customer accounts.
- Confidence working with senior stakeholders and explaining product concepts clearly.
- Ability to manage several business relationships and communicate difficult messages effectively.
Beneficii
- Remote work arrangement
- Chance to help organizations expand internationally
- Opportunity to influence the processes and direction of a growing Customer Success function
- Participation in user research and usability studies when needed
- Coaching and knowledge-sharing opportunities