Customer Success Associate

Job Description

Team up with a diverse array of teams and elevate your skillset to champion customer journeys and craft unparalleled customer experiences. Turn insights into practical change that sticks and see the direct impact of your work on the people you serve. Build meaningful relationships, support adoption, and grow your delivery skills every step of the way. If you thrive when partnering across teams to make experiences better for everyone, this is a place where you can grow and lead.

As a Customer Success Associate in the Employee Experience Change team, you support customers in their journey toward achieving their desired outcomes. Work closely with the Customer Success team and other cross-functional groups to ensure a seamless customer experience while gaining the skills you need to grow within your role. You partner with operations teams and product and functional partners to make sure customers have a seamless, engaging, and effective experience at every stage of their journey. You build relationships, support adoption, and help connect products and services to make work better for everyone.

You will be a trusted partner to operations teams and Pay & Time product partners, helping them navigate change, build their own change capability, and deliver experiences that put customers first. Your focus will be the Pay & Time product area, supporting teams as they develop and own their change plans.

Job responsibilities

- Leads end-to-end change delivery for well-defined, scoped initiatives, including change planning, communications, training and job aids, reinforcement, and adoption tracking for operations teams and product stakeholders within the Pay & Time product area

- Acts as the change partner and primary face of change for guided enablement initiatives, working alongside operations teams and product partners to help them develop and own their change plans, providing hands-on input and practical guidance while escalating to senior change leads for strategic inputs and higher-complexity decisions

- Supports large, global initiatives through execution and coordination, such as building and managing project plans and change calendars, coordinating stakeholder sessions, drafting communications and toolkits, capturing key considerations of the change, and supporting training logistics

- Builds and maintains change assets such as stakeholder maps, basic impact assessments, communications plans, readiness checklists, and FAQs, keeping assets current throughout delivery

- Identifies recurring questions and risks, and proposes improvements to content, engagement, and enablement materials

- Contributes to cross-functional projects and campaigns that drive product adoption and improve the customer experience

- Helps execute product adoption, expansion, and retention activities to support a healthy customer base

- Attends and participates in regular product meetings while keeping thorough notes to ensure accountability

- Investigates and resolves customer issues in a timely and efficient manner

- Engages key partners within the Employee Success and HR/EX organization to gather, track, and analyze key metrics to measure customer success

Required qualifications, capabilities, and skills

- Experience or equivalent expertise in customer success or a relevant domain area

- Experience supporting change within HR, employee experience, payroll, time and attendance, or other employee-facing products or operations

- Familiarity with structured change management methodologies and tools, such as stakeholder analysis, impact assessment, readiness assessment, communications planning, training, and adoption measurement

- Experience working in a product-oriented or agile environment and partnering with product, operations, and technology teams

- Experience supporting global or large-scale initiatives with multiple stakeholder groups

- Experience using customer, employee, or adoption data to identify opportunities and measure the effectiveness of change and enablement activities

- Proficiency with Microsoft 365 tools, including PowerPoint, Excel, Teams, and SharePoint, and familiarity with project or work management tools

- Comfortable using technology with a willingness to learn new technological skills, programs, and tools

- Demonstrated analytical skills and critical thinking