Customer Success Manager, Korn Ferry Digital - U.S.

Korn Ferry Digital is a scaled product business unit within Korn Ferry that develops and sells our suite of talent products and HR technology, supporting clients across six solution areas:

• Organizational Strategy
• Assessment and Succession
• Talent Acquisition
• Leadership and Professional Development
• Sales and Service
• Total Rewards

KF SALES AND SERVICE

Within the Sales & Service solution, Korn Ferry Digital offers Korn Ferry Sell, a market leading CRM-embedded application that leverages sales methodology to support clients with real-time training and coaching with their sales opportunities. Much of Korn Ferry Digital growth is driven by continued adoption, renewal, and expansion of KF Sell along with complementary coaching & talent offerings to support the effectiveness of the clients’ commercial teams.

Our comprehensive talent suite leverages a combination of proprietary talent IP, talent data, analytics and insights to help customers understand their workforce and existing talent gaps and deliver targeted talent interventions at scale using HR technology.

For more information on KF Talent Suite please visit: https://www.kornferry.com/capabilities/talent-suite-hcm-software 

OPPORTUNITY TO ENHANCE YOUR CAREER - It’s about exceeding your potential.

As a Client Success Manager (CSM) for Sales & Service, you will play a critical role in helping customers get the most possible value and impact from Korn Ferry solutions. You will track adoption of the relevant solutions and connect to material business impact for the client. By deeply engaging with key client stakeholders, you will also be uncovering additional client needs that Korn Ferry can solve. You will be the main contact for Sales & Service clients to ensure the solution meets their needs and improves key business metrics. 

KEY RESPONSIBILITIES

• Operate as client’s senior point of contact and trusted partner for KFD Sales & Service solutions, creating customer value and simplicity across all lines of business.

• Cultivate and maintain stakeholder relationships with the customer’s technical and business executive leadership, sponsors, and decision-makers within client organization
• Socialize and evangelize the value of KF solutions to internal and client stakeholders to generate excitement and secure renewal / expansion
• Help your clients achieve their business goals and outcomes with Sales& Service solutions by:
• Advocate for client during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
• Partner with internal Commercial and Solution leadership on key learnings to inform product roadmap, go-to-market motion, and use cases for KF offerings.

PROFESSIONAL EXPERIENCE/QUALIFICATIONS

• Deep domain expertise in seller effectiveness including training and methodology, preferably Strategic Selling, with fluency in linking adoption to demonstrable business impact.
• Demonstrated commercial success in increasing renewal rate and / or expansion within an account portfolio.

• Minimum of 8 years work experience in one or more of the following: Customer Success, Solutions Architecture or Account Management.
• Minimum of 5 years’ experience working with CRMs (preferably Salesforce or Microsoft Dynamics), including developing reports and resolving moderately complex technical issues.
• Exceptional written and verbal communication, and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Experience as an individual contributor developing compelling, data-driven client-facing deliverables as part of QBRs, client presentations, or RFP responses.
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

EDUCATION

• Bachelor's degree required.