Summary

Toku is looking for a Customer Success Manager focused on developing and maintaining relationships with customers. Your job is to ensure that our customers love working with Toku. The role involves solving any problems regarding payroll, employment, token grants, and immigration - globally.

Our Customer Success teams are subject matter experts on managing payroll and token grants. We require every team member to have a background in payroll, either in-house or at a payroll provider/EOR.

This hands-on role combines foundational expertise in payroll with customer relationship management. The ideal candidate will ensure payroll accuracy and compliance while acting as a trusted point of contact for clients and delivering excellent service and support.

Responsibilities

1. Act as the first point of contact for clients, responding to payroll-related inquiries and resolving routine issues.
2. Work with clients during the onboarding process, ensuring a smooth transition into payroll services.
3. Help troubleshoot payroll discrepancies or errors, working with internal teams and local payroll partners to resolve issues quickly.
4. Escalate more complex payroll or compliance issues to senior team members, ensuring timely resolution and communication with clients.
5. Collaborate with cross-functional teams, including sales, product, and support, to ensure seamless customer experiences and address customer needs and inquiries effectively.
6. Conduct regular check-ins with customers to assess their satisfaction, identify areas for improvement, and provide guidance on best practices.
7. Assist in processing payroll for employees, ensuring accuracy in wage calculations, deductions, and compliance with local regulations.
8. Coordinate with stakeholders to ensure payroll is executed correctly and complies with country-specific laws. Handle payroll submissions, including salary adjustments, bonuses, and deductions.

Minimum Qualifications

1. Bachelor's degree in a relevant field or equivalent practical experience.
2. 3+ years in a payroll role either in-house or at an external payroll provider
3. Experience in managing internal and external stakeholders, resolving problems while managing relationships.
4. Excellent written and verbal communication skills to effectively engage and build rapport with customers.
5. Customer-centric mindset, with a genuine passion for helping customers succeed.
6. Strong problem-solving abilities with a focus on delivering solutions.
7. Analytical mindset with the ability to leverage data to make informed decisions and recommendations.
8. Self-motivate, proactive, independent worker that thrives in a fast-paced environment.

Skills

• Analytical Thinking
• Client Servicing
• Communications Skills
• Problem Solving