Job Description

Work at a company where people truly believe in what they’re doing! At Wonderlic, we combine our science-based assessment background with the best talent to innovate the way modern pre-employment screening is leveraged by the recruiting industry. Our mission is to expertly combine I/O psychology, machine learning, and artificial intelligence to ensure applicants are able to find their best jobs. Wonderlic provides the most trusted, scientifically validated assessments for sophisticated HR teams looking to identify top applicants and accurately predict on-the-job performance potential.

As a people-first company, we’re constantly on the lookout for the best and brightest minds to propel Wonderlic forward. Do you strive for excellence? Are you driven by the desire to make positive changes in the world you live in? Are you passionate about your craft? Join Wonderlic in shaping the future of our organization. We’d be happy to have you.

JOB TITLE: Customer Success Team Manager

LOCATION: Remote position with occasional travel to our Vernon Hills office post-COVID

OVERVIEW: As a Customer Success Team Manager, you will be responsible for leading a team of dedicated CSMs to deliver “world class” customer service while exceeding customer retention and expansion targets.  You will achieve these goals by coaching and mentoring the team to execute internal processes effectively, therefore increasing customer engagement, product adoption, and customer loyalty to Wonderlic.

ESSENTIAL FUNCTIONS:

SET TEAM OBJECTIVES

• Shape the CSM team by defining and communicating roles and responsibilities to team members 
• Experience tracking and incorporating metrics to inform/improve customer interactions 
• Implement an "at-risk" identification program in order to retain clients

COACH AND DEVELOP TEAM

• Provide ongoing coaching to your team and empower direct reports to accomplish both work-related and professional development goals 
• Guide direct reports to recognize opportunities for upselling based on customer needs

BUILD A STRONG TEAM

• Recognize and utilize the strengths and opinions of each team member when making decisions to cultivate an engaged team with a shared understanding of team goals 
• Exemplify and encourage cross functional work and collaboration with all departments to ensure a pleasant experience for clients and internal teams

ASSESS AND IMPROVE TEAM PERFORMANCE

• Ensure direct reports have a clear understanding of their performance level, providing feedback constructively to improve performance

REQUIREMENTS:

• A minimum of 3+ years of Customer Success Leadership Experience (preferably in a SaaS environment)
• Experience working with Salesforce or similar CRM platforms preferred

WHAT WE OFFER:

• Competitive Paid Time Off (PTO)
• Competitive compensation
• 8 paid holidays and 2 extra floating holidays
• A paid, company shutdown week from December 26 to December 31
• Medical, dental, and vision group insurance
• Company paid life and long-term disability insurance
• Paid Parental and Primary Caregiver Leave after 1 year of employment
• Flexible work schedules
• 401(k) with matching after 1 year of employment
• Highly collaborative, innovative and fun work environment

AFFIRMATIVE ACTION PLAN/EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT: Wonderlic is proud to be an equal employment opportunity/affirmative action employer. Here, diversity is valued and celebrated, and is what makes us such a successful team. Wonderlic does not discriminate in employment on the basis of race, color, religion, gender, gender identity, pregnancy status, national origin, sexual orientation, marital status, disability, genetic information, age, parental status, military/veteran status, or any other factor protected by law.

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