Customer Success Manager, LATAM - Virtual, United States

Applications for this role will be accepted until 03/30/2025

Candidates for this role must reside in the United States AND be able to read, write, and speak English, Portuguese, and Spanish.

About Us

WorkForce Software, an ADP Company, is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s WorkForce Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules—while delivering a breakthrough employee experience at the time and place work happens. Enterprise-grade and future-ready, WorkForce Software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and increase employee engagement to unlock new potential for resiliency and performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less costly, and more rewarding for everyone.

Over one thousand organizations with more than 4 million users in over 100 countries rely on WorkForce Software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.

Our Customer Success compensation structure is a combination of base salary and incentive plan, designed to drive key behaviors that lead to customer success and overall company health. The incentive plan ensures that impactful contributions are rewarded while aligning outcomes with the success of the business.

Responsibilities

• Support WorkForce Customers in the growing LATAM region.
• Proactively drive engagement with assigned customers throughout life cycle from onboarding to renewal, establishing key metrics to drive accountability as well as a culture of continuous growth and success.
• Advocate on behalf of the customer representation within all delivery activities (Services, Partners, Support, Product) and ensure alignment of objectives to WFS Strategy.
• Leverage predictive analysis to drive customer engagement before escalations occur.
• Identify new opportunities for growth & expansion in collaboration with Channel Managers and Support Team.
• Own and drive customer communication, including escalations, working with all delivery teams to ensure effective resolution of issues, and proactive continuous improvement across all functions.
• Oversees customer reporting and End to End Account information Management and metrics such as SLAs, RCAs, contract alignment, product usage, key stakeholder information.
• Analyzes customer issues and trends to proactively engage the customer to address problems before they escalate.
• Prioritize customer incidents and follow-up on customer escalations to validate support performance and overall customer satisfaction.
• Provide feedback to product team and management concerning response to Product and Services

 Requirements

• Must be fluent in English, Spanish and Portuguese.
• Minimum of 5 years prior experience working in account management or customer success.
• Knowledgeable of and understands common implementation principles and client lifecycle.
• Excellent communication skills both written and verbal, with the ability to present complex issues to multi-level audiences throughout the company including customer executives.
• Excellent customer relationship management and business acumen required.
• Able to thrive in a demanding, fast moving, and customer focused environment.
• Ability to balance both analytic and creative problem solving.
• Familiarity with Salesforce or similar CRM tool preferred.
• Sales and lead generation skills are not required but highly valued.
• Experience with managing and growing cross-functional relationships.

Travel

• Ability to travel up to 25%, with potential for international travel.

Education

• Bachelor’s degree or equivalent experience

You'll Love Working Here Because You Can

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of our Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We're here to provide exception service to our clients, and none of that happens without each of taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short and Long Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. 

This job description is not intended to be all inclusive, and employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

To maintain our goal of remaining a diverse and inclusive company, WorkForce Software advocates for and promotes a diverse, equitable, safe, and professional workplace where all people feel welcomed and empowered. We are committed to creating an environment that supports and celebrates the full range of our individual and collective differences, so that everyone can do their best and most innovative work, on the job and in our communities.

WorkForce Software is committed to the full inclusion of all qualified individuals. As part of this commitment, WorkForce Software will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Talent Acquisition Department at careers@workforcesoftware.com, 1-833-987-3831.

WorkForce Software is an Equal Opportunity Employer.

Compensation$90,000 USD Annually to $100,000 USD Annually Plus Customer Success Bonus Plan