Enterprise Customer Success Manager

Founded in 2015, Harver delivers a suite of automated solutions that optimize talent decisions for some of the world’s leading organizations. Rooted in over 35 years of rich data insights backed by industrial-organizational and cognitive science, we enable organizations to engage, hire, and grow the right talent in a fast and fundamentally unbiased way. Harver has helped more than 1,300 customers take the sure path to the right talent.

At Harver, we are:

• Collaborative - We embrace the power of collaboration and recognize that every individual brings unique strengths to the table.
• Curious - We embrace curiosity as a driving force for continuous learning and innovation.
• Transparent - We believe in fostering an open, honest, and accountable environment where information flows freely and clearly.

The successful Customer Success Manager will own the overall success of their customers’ experience with Harver – with the goal of customer retention and expansion. CSMs will create account plans for their accounts with a focus on activities that ensure our customers are realizing value in their Harver investment while simultaneously identifying and closing expansion opportunities. CSMs will consult with customers on the uses of assessments to make decisions, communicate what our assessments measure, understand how assessments are beneficial, and provide ROI analytics.

The ideal candidate has demonstrated achievements in a fast-paced, collaborative work environment and comes to Harver with experience in a technology-centric, responsive Account Management or Human Resources team.

In this role you get to:

• Collaborate across Harver with all customer-facing teams to maximize customer ROI and value realization.
• Work in a collaborative, innovative, and customer-centric (remote) environment; with the mission of growing Harver’s brand and meeting customers where they are.
• Consult with clients from a People Science perspective.
• Act as the “voice of the customer” to the Harver team, delivering product feedback and solutions internally at Harver and back to the customer.
• Provide best practices and prompt service to our customers.
• Help customers maximize value with Harver.
• Own the customer renewal and ensure contracts are renewed on time.
• Identify, orchestrate, and close customer expansions within the same product or across the Harver product portfolio.
• Ensure delivery of the customer's needs.
• Initiate and facilitate regular touchpoints with clients.
• Deliver QBRs to our customers as needed.
• Provide ongoing training to customers in support of adoption of Harver solutions.

We’re looking for people who have:

• Experience with value selling methodology.
• The ability to communicate and simplify complex technical concepts to clients.
• Experience with business reporting tools and analytics to showcase product value, e.g. Salesforce.
• 5+ years of account management experience which includes a track record of exceeding retention and expansion targets.
• Minimum undergraduate degree; in Psychology or related field helpful but not mandatory.
• Ideally, experience with HRTech and/or Human Resources practices.
• Autonomous self-starter with an eagerness to learn.
• Ability to prioritize work, manage competing priorities, and manage own time.
• Comfortable with contracts.
• Strong communication skills.
• Fluency in English; speaking additional languages is a plus but not required.
• Strong attention to detail.
• Natural curiosity and use it to understand our clients' perspectives.

The benefits of working at Harver:

As a global company, our benefits vary by location. Ask your recruiter to provide information about localized benefits. In general, Harverians enjoy:

• A competitive base salary and a great incentive program.
• Discretionary paid time off — when you need it, take it.
• Benefit plan options that give you the flexibility to select the right health care coverage for you and eligible family members.
• Retirement savings programs.
• Generous bonus and referral rewards.
• Remote-focused culture.
• Flexible schedules to improve work/life integration.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.