Customer Engagement Manager

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 is part of CluneTech, a suite of companies providing cutting-edge solutions that simplify global business. We have been recognized as a Great Place to Work for 8 consecutive years, a “Best Workplace for Women” for the past 4 years and most recently, we were delighted to be recognized as a “Best Workplace in Tech” for the accreditation first year.

Our global footprint encompasses 35 offices worldwide and we do business across 100 countries daily. We have over 1,600 employees globally and are currently looking for the newest member of our team.

A fantastic opportunity has arisen for a highly motivated Customer Engagement Manager 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 a both a Great Place to Work and Deloitte 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 and paternity leave
• Employee-led CSR Programme, CluneTech Cares, with one paid Volunteer Day pe