Client Service Leader I

4 weeks ago

Dalian, China Alight Full time

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

Itâs why weâre so driven to connect passion with purpose. Our teamâs experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

To learn more about us, visit stradaglobal.com

THE ROLE

The Client Service Leader I (CSL I) is responsible for ongoing service delivery across assigned clients, which can include multiple service locations, domains and platforms. The CSL ensures consistent execution of ongoing client deliverables and develops solutions to complex problems/projects across their assigned clients, leading to high client satisfaction, retention and expansion of business and driving overall client success. The CSL often works in partnership with more senior-level resources to support overall client relationship(s) and is generally focused regionally and/or on delivery of relatively narrow services scope.

RESPONSIBILITIES

â¢Cultivate long term partnerships with clients, acting as their primary point of contact and single point of accountability for services and escalation. Responsible for customer satisfaction with delivery of Payroll and cloud services, client reference ability and client retention.â¢Own cross-solution integration and oversees the efficient delivery of services across internal teams to meet client service level expectations â¢Responsible for supporting  revenue retention, growth and services expansion through identifying opportunities for upselling or cross selling.  Works with Account or Sales Executives to close opportunities and increase services or domains supported.â¢Works with delivery leads for key issue resolution or staffing/resource issues.  Leads improvement plans for delivery of services focused on adhering to company standards and best practices and manages any Errors and Omissions or contractual service penaltiesâ¢Monitors cost and revenue associated with aligned clients, invoicing coordination and approvalsâ¢End to end management and adherence of contractual service terms related to scope of responsibility, client governance and meeting client Customer Satisfaction goals.

REQUIREMENTS

â¢Bachelor's degree or equivalent experience in customer support/success, sales, business development, technology or account managementâ¢HR, Payroll, and/or Talent related experience; HR outsourcing or internet- based technology environment knowledge preferredâ¢Ability to apply professional principles and business judgement to solve unique problems or develop new procedures, processes or productsâ¢Consultative skills to lead client discussions toward best practice:ogathers and communicates the client direction or pain points to the operations teamoleverages learning from other clients for client discussion opportunitiesodoes not require expertise to speak to the detail but understands the opportunity and facilitates the discussionoreviews and finalizes related client presentationsâ¢Problem-solving and analytical aptitude:  Ability to address challenges effectively â¢Excellent communication skills, both verbal and written, including ability to articulate complex messages and requirements and negotiation skillsâ¢Commitment to delivery excellence and client satisfaction and collaboration with cross functional teamsâ¢Minimum of 3 years of relevant work experienceâ¢Client management/Project management experience including senior client relationship management, complex problem solving and process improvement, revenue growth, P&L responsibility desiredâ¢Ability to travel up to 20%, if required

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because itâs important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Stradaâs employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.   In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.


DISCLAIMER:


Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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