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Senior Payroll Customer Success Manager - German Speaker

Remote

Remote

Accounting & Finance, Customer Service, Sales & Business Development
Remote
Posted on Tuesday, July 9, 2024

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Please take a look at remote.com/handbook to learn more about our culture and what it is like to work here. Not only do we encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply, but we prioritize a sense of belonging. You can check out independent reviews by other candidates on Glassdoor or look up the results of our candidate surveys to see how others feel about working and interviewing here.

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

This is an exciting time to join Remote and make a personal difference in the global employment space as a Payroll (PAY) Customer Success Manager and being part of our Customer Success team. The Payroll (PAY) Customer Success Manager acts as the customer’s trusted advisor and advocate in the payroll domain. The key to success in this role is to build and grow an ongoing healthy relationship with each customer, to preserve our current business and grow our customers into life-long partners, with a specific focus on payroll services.

What you bring

  • Extensive expertise in customer-facing roles, preferably in the international Fintech/Payroll/HR tech space, ideally within payroll product and tech-focused environment.
  • Solid knowledge of global payroll software and tools, with a strong understanding of global payroll systems and services.
  • Experienced in leading, planning, executing, and overseeing cross-department programs, with excellent organizational abilities to drive multiple and complex projects, priorities and to manage stakeholders simultaneously.
  • Proven track record of onboarding, growing, retaining and developing customers
  • Clear ability to identify, engage, and build strong relationships with key stakeholders across different levels of the customer organizations.
  • Excellent verbal and written communication and demonstration skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations.
  • Extensive experience presenting to customers and stakeholders about HR/Payroll-related matters.
  • Excellent attention to detail, particularly in HR/Payroll compliance and regulations.
  • A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer projects.
We would consider a plus:
  • Knowledge of how global organizations and start-ups work.
  • Readiness to work in a fast-paced environment.
  • Understanding and experience with remote working.

Key Responsibilities

  • Develop deep understanding and expertise for Remote Payroll product(s) and services
  • Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services.
  • Long-term customer relationship management, ensuring the success and satisfaction of payroll customers.
  • Own client retention & expansion, within payroll product and services.
  • Identifying upselling & cross-selling opportunities, managing campaigns and product promotion and introducing new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity and HRIS)
  • Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) product(s).
  • Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements.
  • Work closely with the Payroll and Sales team to help ensure the right expectations are set for payroll customers.
  • Educate and train customers on key payroll information and processes to set them up for success.
  • Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues.

Practicals

  • You'll report to: Manager, Core CSM
  • Team: Customer Success Management
  • Location: DACH region
  • Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $45,000 USD to $126,600 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

Application process

  1. Written test
  2. Interview with recruiter
  3. Interview with manager & peer
  4. Interview with Director of CS
  5. Interview with GM, Payroll
  6. Offer
  7. Prior employment verification check

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:
  • work from anywhere
  • unlimited personal time off (minimum 4 weeks)
  • quarterly company-wide day off for self care
  • flexible working hours (we are async)
  • 16 weeks paid parental leave
  • mental health support services
  • stock options
  • learning budget
  • home office budget & IT equipment
  • budget for local in-person social events or co-working spaces

How you’ll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How to apply

  1. Please fill out the form below and upload your CV with a PDF format.
  2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
  3. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.