Description
- Building & manage partnerships with cross-functional teams (Ops, sales and implementation) to ensure smooth and successful hand-off of customer to Service organization.
- Provide prompt, accurate, and friendly customer service to the sales, service and Ops organizations.
- Leverage Data to maintain KPI's between established parameters.
- Manage analyst workload capacity to ensure SLAs/turnaround times are met as well as accuracy and compliance with Sales and Service customer onboarding policies/procedures.
- Identify points of escalation and formulate quick and effective resolutions for clients & the sales organization.
- Work with a sense of urgency and quickly identify root cause of issues in process, policy, system, data and engage with functional owners to resolve.
- Evaluating analysts' client & seller engagement and efficiency of deal management and provide coaching to analysts to meet standards.
- Delivery of analyst onboarding training, identifying additional training needs and facilitating instructional sessions with subject matter experts.
- Lead initiatives on best practices and process improvements, based on client, analyst and sales feedback.
- Develop a deep understanding of the CoE goals and objectives.
- End-to-end deal support for clients adopting AI platforms, supporting product/process configuration and prompt buildout. Coordinating technical validation and partnering with cross functional teams to ensure successful solution design and deployment.
- Guide clients through effective use of the platform, providing hands-on support on features, workflows while proactively identifying complications, troubleshooting technical or operational issues. Coordinating with cross functional teams to resolve challenges.
- A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:
- At least 3-5 years of business operations, customer operations, sales operations experience or systems integration environment.
- Prior experience in customer success/customer onboarding operations are a plus.
- 1+ year of previous leadership or management experience.
- Ownership mindset, making the customer top priority, curiosity, and high ethical standards.
- Excellent interpersonal and relationship management skills.
- Excellent written and verbal communication skills, along with organizational and time management.
- Strong Excel, Sales Enablement Tools (CRM, GONG, Seismic, etc.), MSWord and PowerPoint skills.
- Meticulous with strong analytical skills and judgement/decision-making ability.
- Ability to work in a fast-paced, performance-based environment and meet deadlines.
- Work independently and proactively drive issues to resolution.
- Knowledge of HR and Payroll industry tools and best practices are also a plus.
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A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
