Employer: Zellis
Salary:
Date Added: 18/01/2024
About the role
We’re looking to appoint a new Customer Health Manager in our Management Consulting team, to drive improvement in our customers’ ResourceLink health and functionality adoption. The role will also include supporting the growth of the Strategic Consulting division.
Whilst you won’t manage a direct team, you will lead a virtual team on an engagement-by-engagement basis, to deliver the outcomes committed to the customer. The types of projects you’ll be delivering include an initial campaign to improve the health of our current customers’ instances, determining and improving the performance of their instances prior to their migration to HCM and post go live health checks. Future projects involve the adoption of current functionality and migration of customers from sunsetting functionality.
You’ll need to be extremely credible with customers, have a strong delivery history and be enthusiastic about improving and maintaining our customers system health and functionality adoption. You must be able to manage customer dissatisfaction swiftly and effectively without creating unnecessary commercial exposure for Zellis. You’ll also be expected to have close working relationships with internal stakeholders within Commercial, Technology and Managed Services.
You’ll bring gravitas along with a pragmatic and transformational approach to engaging internal stakeholders, functioning as the voice of the customer internally (in a delivery context) with a a ‘can do’ attitude to enable us to exceed customer expectations and become their trusted partner.
In this role your key responsibilities will include:
- Customer-facing involvement with clients; specifically, to investigate the health of customers’ instances and deliver improvements.
- Readily embracing new product features and the opportunity this presents to deliver improved system health to customers.
- Identifying and pulling together the right project team with the right mix of skills for each engagement, and project managing simple projects without the need for a project manager.
- Owning the delivery of each project in line with expected outcomes, bringing accountability for customer satisfaction, customer benefits and quality KPI achievement and delivering in line with target margins.
- Great collaboration – willing to take a leadership role in driving initiatives, working across organisations, and structuring approaches to new opportunities.
- Leading on post project reviews and implementing lessons learnt in other engagements, as well as also sharing with colleagues.
- Cross-functional influence, relationship building, and project management skills toward a broad constituency ranging from peer work groups and channel partners.
Skills & experience
Do you have:
- A strong delivery history for improving the health of customers’ systems and services within the Payroll & HR sector? (experience with ResourceLink an added bonus)
- A naturally customer-centric mindset with a passion for continuous improvement?
You’re an exceptional communicator with the ability to develop robust and enduring relationships with customers and stakeholders. You’re enthusiastic and driven, with the leadership qualities to gain confidence and buy-in from your peers. You’ll be resilient and adaptable, with great commercial awareness.
Benefits & culture
At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.
Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We’re passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:
- Unstoppable together.
- Always learning.
- Make it count.
- Think scale.
Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.
We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:
- A competitive base salary, plus cash car allowance.
- 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension scheme with company contributions up to 8.5%.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
Application Deadline: 29/02/2024
Contract Type: Permanent
Submitted Applications: 7