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Immedis is a purpose-built, global payroll platform that supports the complete end-to-end payroll cycle and provides advanced reporting and real-time data analytics - addressing its client's global payroll needs in 150 countries worldwide. Immedis was recently acquired by UKG, a leading provider of HR, payroll, and workforce management solutions. UKG has 80,000 customers worldwide and 15,000 employees. UKG's purpose is people™, and its solutions help organizations unlock happier outcomes for all.UKG and Immedis share a commitment to providing innovative, user-friendly, and compliant global payroll solutions. Together, we are well-positioned to help businesses of all sizes manage their global payroll needs with ease. We have been recognized as a Great Place to Work for 7 consecutive years, and a “Best Workplace for Women” for the past 3 yearsA fantastic opportunity has arisen for a highly motivated Customer Engagement Partner to join our team.Responsibilities Manage and maintain a positive ongoing relationship with allocated customers, to ensure the highest standards in customer service delivery, operational effectiveness and adherence to process. Act as an ambassador for Immedis. Work on ad‐hoc projects and technical initiatives as assigned by the Senior Management Team. Work with the wider Customer Engagement Team to build and foster a strong culture of excellence. Develop expertise in the Analytics function of Immedis Platform, to enable training and development of customer self-service of same. Conduct periodic KPI reviews and meetings with the customer, in accordance with agreed Governance Structure. Ensure that Immedis standard processes are adhered to including the use of Immedis tools. Ensure that contract terms and conditions are met. Evangelize the customer service ethic and a willingness to take ownership of our customer relationship during live operations. Act as a point of escalation for customers and the wider Immedis Pay Ops Team. Manage communications internally and externally, ensuring an outstanding service experience for the customer. Take responsibility for utilising personal skills and resources to be successful i.e. ownership for the overall success of the relationships. Lead the management of relationships with customers and ensure a successful relationship with reference-able customers throughout. Maintain strong relationships with the Global Payroll Operations Team. Measure effectiveness and efficiency of delivery processes using Immedis-defined systems and find ways to improve processes. Deliver new methods and innovations in the methods that we are using to deliver our services to our customers. Provide key product input and direction based on customer and market needs. Some domestic travel will also be required as part of the role, with the potential for limited international travel. Assist with the consolidation of invoices, as required. Lead engagement with customers in the period between contract signature and onboarding discovery. Assist with the consolidation of Funding Requests, as applicable. Assist customers with Platform Administrator Access Set Up. Requirements Proven experience as an Engagement Partner Strong people management skills Experience in payroll or HR project delivery and services. Strong organizational and multitasking skills Customer-oriented approach Excellent verbal and written communication abilities Sharp business acumen Problem-solving aptitude Open to continuous process improvement KPIs include: Customer reference-ability NPS Score Adherence to governance model Customer retention BenefitsWhy work with us?At CluneTech, we are a community of like-minded individuals committed to excellence in everything we do. We create an innovative, collaborative, and supportive workplace that allows our brilliant people to unleash their potential.Recognised as both a Great Place to Work and Deloitte's Best Managed Company, we believe that recognition goes much deeper than just financial rewards. Therefore, in addition to a competitive salary, we also offer an exclusive benefits package that includes: Full healthcare plan with Laya Healthcare Competitive pension Flexible Working Policy with a combination of remote and office working and a flexible approach to working hours Competitive annual leave and a number of other leaves including IVF, compassion, marriage, maternity and paternity leave Employee-led CSR Programme,with one paid Volunteer Day per year Death in Service Benefit Milestone Recognition Programme Travel benefits including Cycle to Work & Circle K Fuel Card Professional & Personal Development Rewards & Recognition Employee Wellbeing Programme, CluneTech Life 24/7 Employee Assistance Programme Immedis is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We are committed to building and maintaining a culture which is free from discrimination and harassment and where all employees can bring their best selves to work.
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