Overview: The Client Service Leader I (CSL I) is responsible for ongoing service delivery across assigned clients, which can include multiple service locations, domains and platforms. The CSL ensures consistent execution of ongoing client deliverables and develops solutions to complex problems/projects across their assigned clients, leading to high client satisfaction, retention and expansion of business and driving overall client success. The CSL often works in partnership with more senior-level resources to support overall client relationship(s) and is generally focused regionally and/or on delivery of relatively narrow services scope.

Key Responsibilities:

61Cultivate long term partnerships with clients, acting as their primary point of contact and single point of accountability for services and escalation. Responsible for customer satisfaction with delivery of Payroll and cloud services, client reference ability and client retention.
61Own cross-solution integration and oversees the efficient delivery of services across internal teams to meet client service level expectations
61Responsible for supporting revenue retention, growth and services expansion through identifying opportunities for upselling or cross selling. Works with Account or Sales Executives to close opportunities and increase services or domains supported.
61Works with delivery leads for key issue resolution or staffing/resource issues. Leads improvement plans for delivery of services focused on adhering to company standards and best practices and manages any Errors and Omissions or contractual service penalties
61Monitors cost and revenue associated with aligned clients, invoicing coordination and approvals
61End to end management and adherence of contractual service terms related to scope of responsibility, client governance and meeting client Customer Satisfaction goals.
Knowledge/Education/Experience:

61Bachelor's degree or equivalent experience in customer support/success, sales, business development, technology or account management
61HR, Payroll, and/or Talent related experience; HR outsourcing or internet- based technology environment knowledge preferred
61Ability to apply professional principles and business judgement to solve unique problems or develop new procedures, processes or products
61Consultative skills to lead client discussions toward best practice:
ogathers and communicates the client direction or pain points to the operations team
-leverages learning from other clients for client discussion opportunities
-does not require expertise to speak to the detail but understands the opportunity and facilitates the discussion
-reviews and finalizes related client presentations
61Problem-solving and analytical aptitude: Ability to address challenges effectively
61Excellent communication skills, both verbal and written, including ability to articulate complex messages and requirements and negotiation skills
61Commitment to delivery excellence and client satisfaction and collaboration with cross functional teams
61Minimum of 3 years of relevant work experience
61Client management/Project management experience including senior client relationship management, complex problem solving and process improvement, revenue growth, P&L responsibility desired
61Fluent in English
61Ability to travel up to 20%, if required