ADP is hiring a Deal Desk Team Lead - Commercial Operations Center of Excellence (CoE)
This is a highly customer centric, engaging and instrumental role in driving early-stage customer success within the Sales & Marketing organization supporting our Major Account Services (MAS) division. We are seeking an individual who will be responsible for supervising and enabling a team of Deal Desk Analysts, to support clients in their pre & post-sales onboarding process and smooth transition to ADP.
Responsibilities:
- 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
Qualifications Required:
- A college degree is nice to have but not required, what's more important is having the skills to do the job. Other forms of acceptable experience include:
- Prior experience in customer success/customer onboarding operations a plus
- At least 3-5 years of business operations, customer operations, sales operations experience or systems integration environment
Preferred Qualifications: Preference will be given to candidates who have the following:
- 1+ year of previous 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
• Detail oriented 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, a plus