What are the responsibilities and job description for the Platform Success Manager position at Sequoia?
Who We Are:
For more than 23 years, people-driven companies have turned to Sequoia to grow their people advantage. We know that taking great care of people leads to better business outcomes. Helping our clients achieve those outcomes is what drives our team, our strategic service offerings, and our technology forward.
Through their compensation, benefits, and overall people programs, we enable companies to better manage their total people investment, helping them attract, retain, and motivate the people they need to win. We are passionate about coming through for those who put their trust in us and winning as a one team using one platform.
The Platform Success Manager builds trusted relationships by developing a thorough understanding of clients’ product needs, consulting with clients on their short, medium and long-term goals and partnering closely with them on executing service excellence. This position is based in Tempe, Arizona and only candidates within a commutable distance to our Tempe office will be considered.
What You Get to Do:
- Advise on best practices for product consulting and administration to help our clients achieve their goals and objectives
- Manage weekly client calls and client success plans.
- Act as the voice of the customer by aggregating, synthesizing, and surfacing client product feedback on an ongoing basis.
- Partner closely with Product Operations for the success of the Compensation Operating System
- Own quarterly and yearly product check-in process to ensure client engagement and adoption.
- Plan, coordinate, and manage launch and adoption activities for feature and platform enhancements.
- Focus on the Sequoia Compensation Operating System
- Proactively ensure the client achieves maximum utility and satisfaction from product.
- Build strong, long-term relationships focused on the result of the client's product/service journey
- Serve as an advocate for clients, anticipate possible customer concerns, and proactively solve them.
- Lead client onboarding onto Sequoia platforms within defined timeline
- Partner closely with Client Systems Manager for successful implementation & renewal of Sequoia preferred Benefits Administration system and Compensation Platform
- Collaborate with clients and third-party systems (non-SBP) partners to coordinate ongoing updates and annual renewals
- Execute annual SPP renewals, inclusive of pre-OE preparation, member ID readiness etc.
- Monitor and resolve data discrepancies and inaccuracies within Sequoia's preferred benefits administration system (SBP) and carrier database
- Partner with Sequoia EDI & Data team to monitor and resolve SBAC discrepancies and issues
- Collaborate with Sequoia EDI & Data team to project manage new EDI implementations and maintain ongoing data health (SBP)
- Liaise between System Vendor, Client and Carrier to ensure EDI feed buildout is initiated with vendors and carriers (non-SBP) and serve as point of escalation
- Execute on implementation of new SPP offerings for clients (TRS, Org Chart etc.)
- Act as primary point of contact for client and internal Sequoia client team members for all Sequoia Platform items (SPP & SBP)
What You Bring:
- 5 years of Client Service experience
- SaaS or Product experience
- Multi-client experience
- Compensation Advisory or benefits administration systems
- Ability to build trust quickly and consistently with our clients and Sequoia team members
- Strong project management skills with the ability to multitask
- Strong understanding of systems functionality across multiple platforms (HRIS, Benefit
- Ability to comfortably provide and present recommendations to executives
- Solutions-oriented team player who is accountable for results
- Detail and process-oriented thinker
- Excellent communication, organization, and interpersonal skills
- Ability to understand client needs and deliver results under tight deadlines
- Bachelor’s degree required
Sequoia’s Culture – Our most important asset
- Integrity
- Passion for service
- Innovative
- Growth oriented
- Caring for others
- Promise-centric
- Focused on relationship building
Sequoia provides equal opportunity to all applicants without regard to race, color, creed, religion, citizenship, national origin, age, sex, sexual orientation, gender identity, pregnancy, marital status, military or veteran status, disability, or any other basis prohibited by applicable law.
Compensation & Benefits
Sequoia provides competitive compensation including base salary, performance-based bonus programs, and comprehensive benefits package including 401(k) matching.
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