Elevate the employee experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.
As a Change Management Lead - HR Data in Human Resources, you are one of the leaders driving impact on the HR Product team. You will oversee key initiatives in our employee product portfolio initiatives, drive success metrics, and manage the journey of the product’s adoption, expansion, and retention for some of our global employee population. As a leader in this space, you establish best practices and closely collaborate with a cross-functional team to deliver exceptional experiences.
Job responsibilities
- Develops and executes a comprehensive success strategy through proactive engagement, onboarding, product adoption, expansion, and execution, while considering past and current strategies to identify opportunities for improvement and align with company objectives
- Coaches the team on account meeting best practices including communications, retention, research, and expansion
- Builds and owns the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfactions (CSAT), and delivers these metrics to leadership
- Takes a customer-first view which ties back to how the product impacts our employees across the globe
Required qualifications, capabilities, and skills
- 8+ years of experience or equivalent expertise in customer success roles in product or technology
- Experience managing customer bases with technology applications and advising teams on best practices
- Proven ability to influence the adoption and retention of our products across a diverse customer base
- Demonstrated prior experience leading a team across highly matrixed and complex organizations while delivering value at scale
- Demonstrated experience leading safe adoption of enterprise-authorized AI capabilities within the work environment at firm scale, including validation practices, data sensitivity considerations, and measurable delivery outcomes
- Experience driving change within organizations and managing stakeholders across multiple stakeholders
Preferred qualifications, capabilities, and skills
- Experience in Human Resources digital product
- Advanced knowledge of the product development life cycle, technical design, and data analytics
- Knowledge of customer consumption and renewal patterns