Associate Customer Success Manager

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

OSV is seeking an Associate Customer Success Manager who is eager to build strong relationships. We are seeking a CSM who can efficiently communicate and deliver solutions to several customers in a one-to-many model. You will work with several customers daily to identify their needs and coordinate internally to ensure that timely solutions are delivered. You will assist new OSV customers through the readiness process, ensuring they are prepared to go live with our Workday adjacent services.

We are searching for an ACSM who thrives on building relationships, identifying issues, and pursuing lasting solutions.

The Customer Success team strives to maximize retention by ensuring that our customers' needs are met and their questions are answered. OSV provides the highest NPS of any Workday adjacent Payroll and Tax provider because we care about customer experience. We need a representative who will maintain that standard of excellence.

• Leverage the Customer Success platform to deliver automated workflows and communications
• Respond to customer inquiries within 24 hours, providing clear and actionable solutions
• Coordinate with Payroll, Tax, Garnishment, and Benefit Teams to ensure customer satisfaction
• Communicate customer feedback to product and operations teams to drive continuous improvement
• Align with customer account executives to identify mutually beneficial growth and expansion opportunities
• Partner with the internal account teams on customer escalations
• Document customer interactions with detail and accuracy in our CRM system
• Track and report on key metrics, including customer health scores, satisfaction ratings, and retention indicators
• Respond to customer inquiries upon request

Qualifications

• At least 1-3 years' experience in a customer-facing role
• Bachelor's Degree
• Strong organizational skills and ability to manage multiple priorities and customers simultaneously
• Highly attentive to customer needs and requests, while demonstrating effective prioritization, time management skills, and solid judgment for escalating when appropriate
• Willing to go above and beyond, while maintaining a positive attitude

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.