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Customer Success Manager, HR Compensation Products

Company: Aon
Location: San Jose
Posted on: September 17, 2020

Job Description:

Customer Success Manager, HR Compensation Products

Job Overview

Rewards Solutions, a segment of Aon's Human Capital Solutions, is hiring a seasoned Custom Success Manager who is passionate about delighting clients and ensuring their success in optimally utilizing our products. In this role, you will be part of the Product Marketing and Product Management group, working closely with and supporting a cross-functional team. You will close the gap between service and sales, between Aon interest and client interest, and between product expertise and customer insight. You will lead internal and external training/support event creation, resource development including script writing and video production, complex analytic creation and presentation, and the development of all colleague and client tools that will support seamless product adoption. You will be joining Rewards Solutions at a time of significant business and product transformation and expansion, which means that you will have numerous opportunities to help shape our customer success function, improve overall client experience and enhance our product offerings. You are part of the team bringing the Aon vision of solving business problems with data & analytics to life.

Job Responsibilities

* Work with and support cross-functional teams (sales, marketing, operations, products) to understand our existing processes and support change.

* Create, maintain and improve customer analyses intended to support our sales and retention process.

* Participate and eventually lead client calls to better understand how our HR clients use our data products and services, deep dive into existing pain points and build empathy

* Track and prioritize customer feedback to review with Product team

* Review data to determine product usage gaps and inefficiencies; review and share this data with customer facing colleagues

* Identify and manage customer targets (late adopters, power users, non-renewed, low portal usage, incorrect portal usage…) for outreach plans, tools, and client facing documents

* Create and maintain libraries of internal and external customer resources, including various forms of data, PPT documents, scripts and videos

* Create scripts and oversea video production

* Support internal customers with product and external customer issues

* Initiate tasks with minimal guidance, adapt to a fast-paced environment with focus on delivering results

Requirements

* Bachelor's degree in Business, Economics, or the Sciences with a 3.0+ GPA preferred

* Moderate to advanced knowledge of compensation; big plus if exposure to salary survey data benchmarking process

* 3+ years of experience in Customer Success or related role; big plus if supporting compensation products.

* Strong technical skills, including advanced Excel skills (pivot tables, v-lookups, macros…); Google Analytics experience a big plus

* Track record of influence and persuasion with data

* Impeccable verbal and written communication skills

* Camtasia and Brightcove experience a plus

We offer you

A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Our Colleague Experience:

From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience.

About Aon:

Aon plc (NYSE:AON) is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance.

By applying for a position with Aon, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Aon's employment policies. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Aon is committed to a diverse workforce as an Employment Equity employer (Women, People with Disabilities, Aboriginal Peoples, and Visible Minorities).

DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. 2475648","qualifications":"UNAVAILABLE","responsibilities":"

Customer Success Manager, HR Compensation Products

Job Overview

Rewards Solutions, a segment of Aon's Human Capital Solutions, is hiring a seasoned Custom Success Manager who is passionate about delighting clients and ensuring their success in optimally utilizing our products. In this role, you will be part of the Product Marketing and Product Management group, working closely with and supporting a cross-functional team. You will close the gap between service and sales, between Aon interest and client interest, and between product expertise and customer insight. You will lead internal and external training/support event creation, resource development including script writing and video production, complex analytic creation and presentation, and the development of all colleague and client tools that will support seamless product adoption. You will be joining Rewards Solutions at a time of significant business and product transformation and expansion, which means that you will have numerous opportunities to help shape our customer success function, improve overall client experience and enhance our product offerings. You are part of the team bringing the Aon vision of solving business problems with data & analytics to life.

Job Responsibilities

* Work with and support cross-functional teams (sales, marketing, operations, products) to understand our existing processes and support change.

* Create, maintain and improve customer analyses intended to support our sales and retention process.

* Participate and eventually lead client calls to better understand how our HR clients use our data products and services, deep dive into existing pain points and build empathy

* Track and prioritize customer feedback to review with Product team

* Review data to determine product usage gaps and inefficiencies; review and share this data with customer facing colleagues

* Identify and manage customer targets (late adopters, power users, non-renewed, low portal usage, incorrect portal usage…) for outreach plans, tools, and client facing documents

* Create and maintain libraries of internal and external customer resources, including various forms of data, PPT documents, scripts and videos

* Create scripts and oversea video production

* Support internal customers with product and external customer issues

* Initiate tasks with minimal guidance, adapt to a fast-paced environment with focus on delivering results

Requirements

* Bachelor's degree in Business, Economics, or the Sciences with a 3.

Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status. Aon is committed to a diverse workforce and is an affirmative action employer.

Keywords: Aon, San Jose , Customer Success Manager, HR Compensation Products, Human Resources , San Jose, California

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