Customer Engagement Partner

Immedis is a purpose-built, global payroll platform that supports the complete end-to-end payroll cycle and provides advanced reporting and real-time data analytics - addressing its client's global payroll needs in 150 countries worldwide.

Immedis was recently acquired by UKG, a leading provider of HR, payroll, and workforce management solutions. UKG has 80,000 customers worldwide and 15,000 employees. UKG's purpose is people™, and its solutions help organizations unlock happier outcomes for all.

UKG and Immedis share a commitment to providing innovative, user-friendly, and compliant global payroll solutions. Together, we are well-positioned to help businesses of all sizes manage their global payroll needs with ease. We have been recognized as a Great Place to Work for 7 consecutive years, and a “Best Workplace for Women” for the past 3 years

A fantastic opportunity has arisen for a highly motivated Customer Engagement Partner to join our team.

Responsibilities

• Manage and maintain a positive ongoing relationship with allocated customers, to ensure the highest standards in customer service delivery, operational effectiveness and adherence to process.
• Act as an ambassador for Immedis.
• Work on ad‐hoc projects and technical initiatives as assigned by the Senior Management Team.
• Work with the wider Customer Engagement Team to build and foster a strong culture of excellence.
• Develop expertise in the Analytics function of Immedis Platform, to enable training and development of customer self-service of same.
• Conduct periodic KPI reviews and meetings with the customer, in accordance with agreed Governance Structure.
• Ensure that Immedis standard processes are adhered to including the use of Immedis tools.
• Ensure that contract terms and conditions are met.
• Evangelize the customer service ethic and a willingness to take ownership of our customer relationship during live operations.
• Act as a point of escalation for customers and the wider Immedis Pay Ops Team.
• Manage communications internally and externally, ensuring an outstanding service experience for the customer.
• Take responsibility for utilising personal skills and resources to be successful i.e. ownership for the overall success of the relationships.
• Lead the management of relationships with customers and ensure a successful relationship with reference-able customers throughout.
• Maintain strong relationships with the Global Payroll Operations Team.
• Measure effectiveness and efficiency of delivery processes using Immedis-defined systems and find ways to improve processes.
• Deliver new methods and innovations in the methods that we are using to deliver our services to our customers.
• Provide key product input and direction based on customer and market needs.
• Some domestic travel will also be required as part of the role, with the potential for limited international travel.
• Assist with the consolidation of invoices, as required.
• Lead engagement with customers in the period between contract signature and onboarding discovery.
• Assist with the consolidation of Funding Requests, as applicable.
• Assist customers with Platform Administrator Access Set Up.

Requirements

• Proven experience as an Engagement Partner
• Strong people management skills
• Experience in payroll or HR project delivery and services.
• Strong organizational and multitasking skills
• Customer-oriented approach
• Excellent verbal and written communication abilities
• Sharp business acumen
• Problem-solving aptitude
• Open to continuous process improvement

KPIs include:

• Customer reference-ability
• NPS Score
• Adherence to governance model
• Customer retention

Benefits

Why work with us?

At CluneTech, we are a community of like-minded individuals committed to excellence in everything we do. We create an innovative, collaborative, and supportive workplace that allows our brilliant people to unleash their potential.

Recognised as both a Great Place to Work and Deloitte's Best Managed Company, we believe that recognition goes much deeper than just financial rewards. Therefore, in addition to a competitive salary, we also offer an exclusive benefits package that includes:

• Full healthcare plan with Laya Healthcare
• Competitive pension
• Flexible Working Policy with a combination of remote and office working and a flexible approach to working hours
• Competitive annual leave and a number of other leaves including IVF, compassion, marriage, maternity a