Client Service Lead

This is a fully remote position, open to applicants in Florida.

📋 Description

• Assist the Global CSM and Pod structure in efficiently managing business operations

• Serve as the operational lead, ensuring alignment with strategic objectives

• Take ownership of service delivery in partnership with Customer Success Senior Managers

• Direct regional service governance initiatives

• Provide support to Global Client Service Leaders and POD Leaders regarding customer relationships and escalations

• Educate Delivery teams on client contract timelines

• Manage commercial aspects of Change Requests and aid in contract renewal discussions

• Maintain documentation of client contracts in collaboration with Analysts and the Legal Team

• Oversee billing along with contractual and Change Request charges with Analysts and Finance

• Identify and facilitate upsell opportunities with cross-functional teams

• Promote ongoing improvement, innovation, and high-quality first-time delivery

• Enhance profitability and customer satisfaction

⛳️ Requirements

• Proven capability to lead and collaborate across diverse geographies, cultures, and time zones

• Experience in leading delivery operations from North America, supported by teams in India

• Experienced in managing teams and customer relationships in various countries

• Comprehensive knowledge of global payroll operations, outsourcing models, and compliance regulations

• Strong foundation in service delivery, governance, and continuous improvement methodologies

• Demonstrated ability to establish trusted relationships and enhance customer satisfaction

🏝️ Benefits

• Competitive total rewards package

• Opportunities for continuing education and training

• Significant potential within a growing global organization

• Eligibility for bonuses and/or incentives based on role and level