Responsibilities

Customer relationship & satisfaction (NPS)
Overall responsibility for managing the customer relationship
Act as focal point for and manage the relationships with Lumesse functions
Work with customer to identify and resolve and issues which may impact satisfaction
Achieve in-depth knowledge of the products and services used by Lumesse Customers
Provide a conduit for feedback on services and product experience from the customer to Lumesse, providing an understanding of business need in relation to these

Customer value (delivery of agreed business outcomes measured in customer KPIs)
Established trusted advisor relationship through driving customer value and satisfaction
Deliver success plans with measurable goals, risks and recommendations
Conduct reviews and engage in planning with customers across multiple levels/teams
Establish and deliver best practice advice to customers
Keep customers briefed on product roadmaps, releases and customer events and how this could impact customer activities

Retention (churn)
Deliver all necessary customer services (eg monthly reports, optimisations, training collateral, benchmarking, etc)
Prioritise and support resolution of customer issues
Identifying competitor threat to accounts

Adoption (# active users) and Utilisation (# features)
Monitor and optimise customer use of features (including for example license usage, WS volumes, Active users, data storage etc.
Motivate and manage adoption of Lumesse services
Identify and pass on new/up-sale opportunities which may positively impact customers success

Requirements and the individual

Passion for customer service
Experience of customer facing role(s) within the technology industry
Issue resolution and escalation management
Strong written and verbal skills, including presentations, training and chairing meetings
Ability to work across business levels from business owner to executive
Ideally domain experience within Human Resource Technology
Attention to detail and the ability to manage multiple tasks and relationships (including multiple customers simultaneously)
Project management or consulting experience
Proven experience of building strong and trusted relationships with customers
Talent management expertise

Additional Information

Lumesse is the only global company making talent management solutions work locally. We help 2,000 customers in over 70 countries around the world to implement successful talent management initiatives that identify, nurture and develop the right people, in the right place, at the right time. Our multi-cultural background and presence means we understand how to deliver talent solutions that work the way our customers work, as individuals and as teams, because no two people, organisations or cultures are the same. We regard differences as strengths, not as obstacles.

Our integrated talent management solutions include recruiting, on boarding, HR core, learning management, performance management, compensation management, skills & competency management, 360 degree feedback, career & succession planning and HR analytics.
Lumesse is an ambitious, innovative and successful organisation but we are also a people-friendly business that is proud to be different - in our culture, our values and our approach to employees and customers. Our philosophy is simple:
Happy employees create happy customers.

We can't promise every day will be fun and stress-free - but you'll be working in a supportive, collaborative culture where we apply the principle of 'collective responsibility.' In other words, we work together to solve problems and make our customers happy.