Remote work is one of the great equalizers of our time, allowing people to secure employment opportunities from companies around the world, no matter where they were born or where they live. Omnipresent does just that.

We are a customer-focused global employment services partner that can help companies grow their teams in more than 155 countries and territories around the world. How do we do that? Well, through our SaaS platform, OmniPlatform. We help companies (big or small) deal with the complexities involved with hiring global teams remotely, by managing employee onboarding through to offboarding, including legal and compliance, payroll, expenses, and health and benefits.

We also practice what we preach! We are a fully remote company which means we have no head office. Our team of more than 150 people is located in more than 50 countries and territories around the world. This means you can work from anywhere. We provide benefits and support in any global location just as we would for our clients and their remote teams.

At a time when remote work is exploding, we’re growing our team to help make global remote work a reality for people everywhere.

What will you do? (The role) At Omnipresent, you will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product roadmap. You’ll be involved in all aspects of the customer lifecycle and educating customers to make the most of our product and services. All team members look to customer success for input across all key decisions.

• Take over new customers from sales and act as the primary point of contact.
• Own and manage the customer relationship of 20-30 strategic clients throughout the entire customer lifecycle.
• Coordinate customer queries and loop in subject matter expert colleagues from payroll, benefits, product, legal and finance.
• Ensure smooth onboarding of new customers, the training of platform end users, as well as post go-live support.
• Identify growth opportunities to upsell and cross-sell our multi-products across your book of business.
• Help simplify and automate complex operational processes together with the tech team.
• Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback.
• Represent the voice of the customer to provide input into every core product, marketing and sales process.
• Collaborate with the Product and Engineering teams to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
• Be the main point of contact between the company and our clients.

What are you great at? (Previous experience)

• You have several years of working experience as a Customer Success Manager in a B2B SaaS or software company.
• Working cross-functionally to achieve joint goals
• You understand people and how to communicate internally and externally. You know when to send an email and when to pick up the phone to drive an outcome. You understand and empathize with customers' needs, challenges, and goals to provide solutions to make them feel supported.
• You’re able to analyze and solve complex situations, identify root causes of issues, and develop creative solutions to address them.
• You can prioritize tasks and manage time efficiently to handle multiple customer accounts and responsibilities effectively.
• You’re commercially minded and you know how to prioritise collective efforts to generate revenue.
• You understand the value of working closely with cross-functional teams such as sales, marketing, product and operations to align efforts and deliver value to customers.

You're The Kind Of Person Who... (Requirements)

• Builds trust. You’re a natural people person and can quickly build close relationships with new contacts.
• Considers empathy your biggest strength, enabling you to understand and relate to customers' experiences, needs, and challenges, fostering trust and building strong relationships.
• Is highly adaptable and able to navigate changing circumstances, adjusting strategies as needed, and remaining flexible in your approach to customer success.
• Is goal-oriented when setting clear goals and working diligently to achieve them.
• Is ambitious. You want to be at the forefront of the company’s GTM strategy, leading the way on some of our most critical projects.
• Maintains a positive attitude. Even in challenging situations, you can help uplift customers and inspire confidence in the company's products or services.
• Is a critical thinker. You can analyze data quickly, cut through complexity and find answers rapidly.
• Is commercially minded. You can quickly spot the initiatives that we need to invest in quickly and the initiatives that we need to kill.

What would make you really stand out? (Bonus points)

• HR tech experience.
• Commercial experience.
• Remote working experience
• Bilingual in other languages like Spanish or German.
• Strong collaborator, internally and externally.

What's in it for you?

• Shared ownership: Being a part of our journey means you'll own a piece of Omnipresent.
• Annual vacation entitlement: At Omnipresent, our annual leave policy entitles employees to 33 days of holiday, inclusive of local holidays in your region or the country's legal minimum, whichever is greater.
• Flexible working: Work from anywhere in the world! We don’t care where or when you work, as long as the job gets done. We are genuinely as flexible as the work allows.
• Development: Training, coaching, and an environment that promotes career ambition and progression.
• Work environment: We are fully remote, allowing you to work from wherever you live in a flexible manner.
• Parental leave: For employees that have been with us for 12 months by their due date, we offer 6 months of fully paid parental leave for the primary caregiver, followed by statutory for your region. Secondary caregivers that have been with us for 12 months are entitled to 8 weeks fully paid parental leave.
• Wellbeing: Mental health and wellbeing support and services through Plumm
• Home office setup: It should go without saying that we will provide you with the equipment you need to work from home in the same way you would if you were in an office. We will provide you with the home office equipment you need to enable you to work effectively wherever you are, including covering internet costs.
• Education: We believe in helping you maximise your potential to deliver maximum impact. Get access to books, courses, mentors and learning plans to help you be your best and do your best!
• Additional benefits: we offer additional benefits that vary from region to region, such as medical, life insurance, pension/retirement funds and more - please ask your Talent Partner when you speak with us!