Senior Service Success Manager
Il y a 5 mois
**ADP Celergo, Streamline, Etime, GlobalView** Service Organization is committed to providing World Class Service to clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates.
Client Success Manager are responsible for relationship management as well as operational oversight of outsourcing services delivered to a portfolio of multinational clients, with high levels of service complexity. Key responsibilities include forming a solid dialogue with senior management to ensure clients satisfaction, an excellent retention rate and revenue growth.
**Role objective**:
Client Retention & Strategic Alignment
- Build a good relationship with the client at senior management level by developing thorough knowledge of their portfolio, HCM strategies, industry and internal culture.
Service Delivery
- Operational oversight of all services delivered and escalation management as SPOC (Single Point of Contract), problem solving and issue resolution.
Contract Management
- Manage, negotiate renewals and additional business as well as all other commercial transactions.
Communications
- Champion ADP's brand, leadership products and services to ensure client engagement.
Client Engagement and Encouragement of references - Increase the reference client base by getting your clients actively involved in the ADP CSL Client Reference Program and client survey initiatives.
**Responsibilities**:
Monitor and manage the client relationship and ensure satisfaction at headquarter level.
Advocate your clients' needs and the efforts of other business units within the ADP organization that are outside your direct influence. Produce results while acting seamlessly as SPOC to the client.
Conduct regular Service Reviews on operational service delivery, ADP updates on products and services.
Act as primary point for client escalation through resolution/tracking.
Create, maintain and manage the action log to improve the clientexperience.
Facilitate the client in the adoption of ADP Central Services and support them in the move to ADP Celergo Streamline's service model (i.e. Consolidated Reporting, Connectivity Projects).
Deliver presentations to internal and external executives.
Upselling, cross-selling, by identifying new sales opportunities within existing accounts in coordination with the sales team.
Submit proactive recommendations on improvement of client relationship, and internal ADP processes.
Conduct regular Quarterly Business Reviews to review andalign client & ADP strategy.
Monitor and oversee client performance under the terms of the agreed contract, including service delivery, service objectives, SLAs and operating level compliance.
Deliver service metrics in line with contractually agreed SLAs and client specifics.
Portfolio management and case management using the CRM tool.
**Qualifications**:
Experience/Skills:
5+ yrs. Account Management or 5+ yrs. Client facing experience,
3-5+ yrs. Strategic management,
3-5+ yrs. Proven experience in project management and project coordination
2+ yrs. People / Project team management or 2+ yrs. in the field of payroll services/outsourcing experience.
Perfect communications skills in a client facing context.
Ability and enthusiasm in animating virtual and face to face meetings involving international parties.
International culture and ability to work in a multinational environment.
Efficient in **English** and **French**. Additional languages are a plus.
Excellent knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
**Education**:
Bachelor's Degree preferred or equivalent
**Key Interfaces**:
Manager of Service Relationship (direct reporting)
Sr Director of Service Relationship
Finance Department (financial questions)
Partner Managers (partner issues)
Implementation Coordination (client handover)
Global Relationship Management team
**Key Performance Indicators**:
Client Retention
Client Engagement
Client Satisfaction
Client at Risk
AR Position of total client base
Portfolio increase (additional business)
**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
-
Senior Customer Success Specialist
il y a 4 semaines
Lyon, Auvergne-Rhône-Alpes, France Agicap Temps pleinAgicap is a leading provider of financial management solutions for SMEs and Mid-Market companies. We are looking for a Senior Customer Success Specialist - French Market to join our team and help us achieve our goal of becoming the global leader in our industry.As a Senior Customer Success Specialist, you will be responsible for managing a portfolio of...
-
Customer Success Manager
il y a 4 semaines
Lyon, Auvergne-Rhône-Alpes, France DataGalaxy Temps plein{"h1": "Customer Success Manager at DataGalaxy", "p": "At DataGalaxy, we are seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for managing a portfolio of clients, ensuring their satisfaction, and driving growth through upselling and retention. Your primary goal will be...
-
Customer Success Manager
il y a 3 semaines
Lyon, Auvergne-Rhône-Alpes, France DataGalaxy Temps pleinJob Title: Customer Success ManagerAbout the Role:At DataGalaxy, we're seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for managing customer relationships, ensuring their satisfaction, and driving ongoing success.Key Responsibilities:* Proactively manage customer...
-
Customer Success Manager
il y a 4 semaines
Lyon, Auvergne-Rhône-Alpes, France Aras Corporation Temps pleinJob DescriptionAs a Customer Success Manager at Aras Corporation, you will be responsible for driving post-sales adoption management and technical best practices for Aras Innovator. You will work closely with Aras teams and customer sponsors to ensure successful subscriber adoption and provide technical resources to help maximize customers' return on...
-
Account Success Manager
Il y a 5 mois
Lyon, France Landa Corporation Temps pleinLanda is seeking an experienced Account Success Manager to drive press performance in a specific customer’s production workflow to ensure customer success in the France region. In this role, you will be responsible for customer productivity while working closely with the different functions to drive faster and better outcomes for the...
-
Customer Success Manager
il y a 4 semaines
Lyon, Auvergne-Rhône-Alpes, France Sociabble Temps pleinJob DescriptionThe mission of this role is to provide exceptional customer experience and drive business growth through strategic account management and customer success initiatives.This position is responsible for building and maintaining strong relationships with key clients, identifying opportunities for upselling and cross-selling, and ensuring customer...
-
Customer Success Manager
il y a 4 semaines
Lyon, Auvergne-Rhône-Alpes, France Aras Corporation Temps pleinJob Title: Customer Success ManagerAs a key member of the Aras Corporation team, you will play a vital role in ensuring the successful adoption of our innovative solutions by our customers. Your primary responsibility will be to work closely with our customers and internal teams to drive post-sales adoption management and technical best practices for Aras...
-
Customer Success Manager
il y a 3 semaines
Lyon, Auvergne-Rhône-Alpes, France DataGalaxy Temps pleinCustomer Success ManagerDataGalaxy is seeking a Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for ensuring our customers achieve their goals and maximize the value derived from our platform.Your mission will be to:Manage a portfolio of clients, working closely with Account Managers to...
-
Customer Success Manager
Il y a 5 mois
Lyon, France Speedernet Temps pleinAujourd’hui Speedernet cherche à renforcer son équipe Customer Success ! Qui sommes-nous ? Entreprise lyonnaise depuis près de 25 ans, Speedernet accompagne ses clients (essentiellement grands comptes) dans leurs projets de formation digitale. Innovation et créativité caractérisent l’ensemble des réalisations et font de Speedernet un acteur...
-
Customer Success Manager
il y a 4 semaines
Lyon, Auvergne-Rhône-Alpes, France DataGalaxy Temps plein{"title": "Customer Success Manager", "description": "Role OverviewDataGalaxy is a pioneering data knowledge catalog that empowers organizations to understand their business through data. As a Customer Success Manager, you will play a crucial role in ensuring our customers derive maximum value from our platform.Key ResponsibilitiesManage a portfolio of...
-
Account Manager
il y a 4 semaines
Lyon, Auvergne-Rhône-Alpes, France Agicap Temps pleinCustomer Success Account ManagerAt Agicap, we're on a mission to revolutionize the way companies manage their cash flow. As a Customer Success Account Manager, you'll play a critical role in ensuring our clients get the most out of our tool, driving growth and retention.Key Responsibilities:Engage with clients post-training to guarantee a seamless experience...
-
Customer Success Manager
Il y a 2 mois
Lyon, Auvergne-Rhône-Alpes, France DataGalaxy Temps pleinAbout DataGalaxyDataGalaxy is a pioneering French start-up that has revolutionized the modern business data catalog. Founded in Lyon in 2015, our data management platform provides user-friendly metadata mapping, management, and knowledge sharing to support organizational data governance and literacy.Job DescriptionWe are seeking a highly skilled Customer...
-
Customer Success Manager
il y a 3 semaines
Lyon, Auvergne-Rhône-Alpes, France DataGalaxy Temps pleinAbout the Role:DataGalaxy is seeking a skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for ensuring the satisfaction and ongoing success of our customers.Key Responsibilities:Manage a client portfolio in collaboration with Account ManagersSupport customers in the use of our...
-
Customer Success Manager
il y a 2 semaines
Lyon, Auvergne-Rhône-Alpes, France DataGalaxy Temps pleinAbout the Role:DataGalaxy is seeking a proactive Customer Success Manager to join our growing team. As a key member of our organization, you will be responsible for managing customer relationships, ensuring their satisfaction, and ongoing success.Responsibilities:Manage a client portfolio in collaboration with Account ManagersSupport clients daily in using...
-
Senior Manager France
il y a 4 semaines
Lyon, Auvergne-Rhône-Alpes, France Haimer GmbH Temps pleinSenior Manager FranceAs a Senior Manager France, you will lead our French subsidiary near Lyon and oversee a team of dynamic professionals. Your primary responsibility will be to ensure regular communication of business performance against objectives. You will be responsible for all French business operations, including overall sales results against targets...
-
Customer Success Manager
il y a 3 semaines
Lyon, Auvergne-Rhône-Alpes, France DataGalaxy Temps pleinCustomer Success Manager at DataGalaxyWe are seeking a highly skilled Customer Success Manager to join our team at DataGalaxy. As a Customer Success Manager, you will be responsible for managing customer relationships, ensuring their satisfaction, and ongoing success. You will work closely with customers to understand their needs, address issues, and...
-
Customer Success Manager
il y a 4 semaines
Lyon, Auvergne-Rhône-Alpes, France Agicap Temps pleinJob SummaryWe are seeking a highly motivated and experienced Customer Success Manager to join our team at Agicap. As a Customer Success Manager, you will be responsible for ensuring customer satisfaction and experience throughout the entire onboarding phase of new subscribers. Your mission will be to guide and train new clients, manage and develop a...
-
Customer Success Manager
Il y a 5 mois
Lyon 3e, France Objow Temps plein_**Customer Success Manager (CSM) H/F en alternance**_ Prêt(e) pour un nouveau défi ? Rejoins Objow, la start-up lyonnaise lauréate French Tech qui révolutionne le pilotage des performances et l’animation des équipes ! Entièrement connectable aux différentes sources de données des entreprises (CRM, ERP, VoIP, LMS ), Objow aide à motiver et à...
-
Customer Success Manager
Il y a 5 mois
Lyon, France Aras Corporation Temps plein**About Aras**: With over 700 employees in 11 countries, Aras is one of the fastest growing privately held Product Lifecycle Management (PLM) companies. We reinvent, engineer, and manufacture software to empower our customers with the flexibility to overcome tomorrow's challenges today. We have experienced steady growth year after year and are looking to...
-
Customer Success Manager
il y a 3 semaines
Lyon, Auvergne-Rhône-Alpes, France Sociabble Temps pleinJob DescriptionThe mission of this role is to provide exceptional customer experience and drive business growth through strategic account management and project execution.This position is responsible for building and maintaining strong relationships with US customers, ensuring their objectives are met, and identifying opportunities for upselling and...
