PeopleDoc is on a mission to revolutionize how every HR function provide services to their employees.  

Our unique “state of the art” HR Service Delivery platform provides HR teams with the tools they need to provide great services while considerably decreasing the manual work behind the scenes and allowing companies to go paperless in their administration.

The PeopleDoc HR Service Delivery platform helps HR teams more easily answer employee requests on demand, automate employee processes,  across multiple locations.  PeopleDoc serves more than 1000 clients with employees in 180 countries in 12 languages. PeopleDoc is now a part of Ultimate Software. Ultimate Software is a Leader for Cloud HCM Applications.

More information is available at www.people-doc.com.

Job Summary:

Ultimate Software is seeking a customer focused leader for the Northern Europe market, to act as a Manager of Customer Services for our growing Customer Services organization. The Manager of Customer Services oversees our entire post signature customers activity (Launch, Success, Post Go-Live and Care) and helps define and execute strategic visions to improve our service model. Qualified candidates are highly-motivated and solution-driven, and possess a drive to deliver a high standard of service to our customers. Knowledge of HCM industry is a plus. This role will be pivotal to the success and effectiveness of the entire organization as it scales to its next level and firmly takes the helm as the industry leader in its space.

 

Primary Duties and Responsibilities:

The ideal candidate is an accomplished, articulate and collaborative leader who has a proven track record of outstanding customer services management resulting in achieving the highest customer satisfaction, loyalty and retention; while influencing, working collaboratively and independently to help a world class organization sustain its success and market leadership.  Must be a role model for our People First culture.  Responsibilities include:

  • Accountable for delivering projects on time with a high customer satisfaction
  • Research, define and execute on strategies to drive customer adoption, retention and maximize customer loyalty
  • Be the escalation point for major customer concerns
  • Understand and prioritize work to ensure we delight customers and exceed expectations
  • Define trend setting performance metrics and drive team to meet those metrics
  • Function effectively and efficiently in a high paced environment
  • Coach, promote teamwork, resolve conflict, conduct performance evaluations, provide feedback and set developmental goals for direct reports, hire talents
  • Working knowledge of Customer Experience best practices
  • Drive a culture of continuous improvement
  • Work within a voice of the customer structure to interpret and action team member and customer feedback for operational excellence
  • Motivate, coach and lead teams to surpass performance goals, and maximize customer loyalty
  • Collaborate with other services teams in France, Germany, and the US to ensure information sharing and and drive transversal projects throughout the organization
  • Work with internal teams (sales, pre-sales, finance, product development, HR, marketing…) to improve our customer experience
  • Bring the budget responsibility for Services in the UK

 

Required Qualifications:

  • Minimum of 6 years of experience in a customer facing leadership role required
  • Accomplished, articulate and collaborative leader who has a proven track record of outstanding customer services leadership resulting in achieving the highest customer satisfaction, loyalty and retention
  • Strong project management capabilities
  • Excellent positive customer service skills
  • Influencing, working collaboratively and independently
  • High volume support experience overseeing work in a fast paced environment
  • Experience in handling difficult and/or escalated situations
  • Function effectively and efficiently in a high paced environment
  • Ability to interface effectively with internal partners
  • Demonstrate leadership, decision-making, and team building skills
  • Demonstrate strong oral, written and verbal communication skills
  • Demonstrate strong presentation skills
  • Demonstrate problem-solving and negotiation/influence skills
  • Outstanding organizational, problem solving, and communication skills

 

Preferred Qualifications:

  • Knowledge of HCM landscape
  • Working knowledge of PeopleDoc applications a plus

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