Executive/Sr Executive - Customer Success

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.

Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies. Join us as we help people all over the world thrive at work.

Job Purpose

The primary responsibility is to facilitate superior guidance to customers on program implementation. This position requires close contact with new customers, Sales Representatives, and IT personnel. A great attitude and adaptability to change are critical factors. A proven history of exceptional customer service is essential. The position has a critical impact on client’s program launch. A proven history

of exceptional customer service is essential.

Primary Job Responsibilities

• Ability to operate independently with near to minimal supervision
• Assists clients in implementing successful recognition programs in time zone relevant to respective country
• Demonstrate the software efficiently and in a way that best caters to client needs
• Listens, analyzes, researches, and resolves set-up related requirements. Logs a case in the system and communicates the resolution of the concern(s) to the client.
• Builds relationships with primary contacts clients ensuring successful program launch
• Gets customers to communicate back and relays that information to internal departments
• Liaisons effectively with Sales department to learn about committed expectations
• Collaborates cross functionally and works towards a common goal of a happy customer
• Shares best practices, strategies and ensures great engagement through client lifecycle
• Contributes to continuous process improvement by defining goals, eliminating manual tasks and monitoring progress.

Skill Sets

Essential

• Excellent communication (Strong English skills)
• High customer Orientation
• Team Player and Self starter
• Good interpersonal skills
• Time management
• Presentation skills

Tech Savvy

Desirable

• Analytical ability
• Emotional intelligence to help empathize with customer needs

Qualifications and Experience

• Minimum Qualifications - Bachelor’s Degree
• Preferred/Additional Qualifications - MBA/Post Graduate in Commerce/HR/IT Operations
• Minimum Experience - 3-5 Years
• Industry preference - Corporate - B2B Business model / Global MNC