Emerald Technology Dec 14, 2021 10:23:06 AM 5 min read

Customer Success Manager

Emerald Technology is a global executive search and international expansion consultancy focusing solely on technology vendors. From the day we opened our doors in 2000 through to the present day, our focus has always been to go above and beyond and find the perfect talent for our clients within an unrivalled timeframe. We have a global presence comprising the UK (Birmingham), the UAE (Dubai) and Singapore. Our vision is to support innovation and exponential growth through leadership and talent.

Location: Birmingham, UK.

Overview of Division/Sector:


Emerald’s Employer of Record (EOR) solution enables our clients to set up quickly, flexibly and compliantly in new territories; whether they are looking to accelerate their global expansion or simply redistribute resource more effectively in accordance with changing commercial needs.


Essentially, if a client doesn’t have a local entity in a particular country and wants to hire someone there, Emerald can employ that person on their behalf, ensuring that employees are covered by all relevant insurances and maintain compliance with all local laws and regulations. We take responsibility for the whole employment cycle, including on-boarding, issuing local employment contracts, managing payroll and benefits, dealing with HR issues, and off-boarding where required.


From our global network of regional offices, we can manage workforces compliantly in over 170 countries, giving our clients complete peace of mind.


We currently have hundreds EOR employees on our payroll worldwide and support clients such as Device42, Weaveworks, Proofpoint, and Human Security.


Main Duties & Responsibilities:

  • Co-ordination of EOR employees, including:
  • Collecting required HR and Finance personal data
  • Regular check-ins with employees prior to start date
  • Ensuring first payslip and salary payment are received
  • Regular communication with employees post-start date, min. monthly
  • Up-selling and cross-selling Emerald Technology’s services; identifying additional opportunities for recruitment and EOR
  • Liaising with EOR partners all over the world to ensure high level of service to EOR employees
  • Working closely with the EOR and Finance teams to ensure EOR employees’ needs are met
  • Completing necessary paperwork once MSA has been signed (UK) and supporting partners with doing this outside of the UK
  • Generating quotations and creating calculations for Finance team
  • Liaising with EOR partners all over the world
  • Researching and identifying new local EOR partners worldwide
  • Supporting launch and management of EVO system, including on-boarding clients and employees
  • Build/maintain positive relationships with both Clients and Candidates
  • Network customer accounts effectively and map out EoR stakeholders to drive adoption of the service
  • Help Clients navigate issues arising from Global Expansion including benefits, payroll and visa advice
  • Prepare and review locally compliant employment contracts from Emerald and partners
  • Effectively and swiftly handle any payroll and HR issues with both new and existing clients
  • Set up quarterly business reviews with customers, ensure positive feedback and gain testimonials
  • Ad-hoc tasks as required

Qualifications / Experience - Required:

  • 2-3 years’ experience in Customer Success or Contractor Management
  • Passion for providing excellent quality service
  • Proactive, problem-solving attitude
  • Outstanding attention to detail
  • Excellent written and verbal communication skills
  • Strong IT skills, including proficiency in Microsoft Office 365 (primarily Outlook, Word, Excel)


Qualifications / Experience – Desirable:

  • Experience working for a SaaS or technology recruitment company
  • Understanding of sales and recruitment-based CRM systems
  • Knowledge of - or interest in - the technology sector
  • Sales experience




  • As the first dedicated Customer Success hire into our growing EOR team, there is significant potential for this individual to hire a team of Customer Success Executives to report into them

To be considered for this role you will need to be based or commutable to Birmingham, UK.

Rewards & Incentives:


  • Flexible working
  • Success-based bonus scheme
  • Senior Level share scheme
  • Perkbox account
  • Pension
  • 25 days’ holiday plus bank holidays
  • Weekly early finish incentives
  • Quarterly Achievers’ Lunch Club
  • Quarterly company nights out
  • Extra holiday incentives
  • All expenses paid European trips – both on an individual and companywide basis
  • Consistent companywide incentives – monthly, quarterly and annually

For more information or a confidential discussion, please submit your CV.

Reference: INT002