Desk Desk Team Lead - Retirement Services (RS)

ADP.com

Office

Maitland, FL, United States

Full Time

ADP is hiring a Deal Desk Team Lead within our Commercial Operations Center of Excellence (CoE) * This is a hybrid role based out of our Maitland, FL office. Qualified candidates must live within commutable distance to this location. * This is a highly customer centric, engaging, and instrumental role in driving early-stage customer success within the Retirement Services (RS) organization. We are seeking an individual who has high-energy, likes to win, thrives where things move fast, and deadlines must be hit without exception. You will serve as a trusted advisor to Sales teams and work directly with SMB clients in their post-sales onboarding process and smooth transition to ADP. Responsibilities:

Building and managing partnerships with cross-functional teams (Ops, sales and implementation) to ensure smooth and successful hand-off of customers 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 provides 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 great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:
At least 3-5 years of business operations, customer operations, sales operations experience or systems integration environment.
Prior experience in customer success/customer onboarding operations are a plus.

Qualifications Preferred Qualifications: Preference will be given to candidates who have the following:

1+ year of previous leadership or 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.
Meticulous 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 are also a plus.