Zellis seeks to appoint a Customer Health Manager in the Management Consulting team, to drive the improvement in customers ResourceLink health and functionality adoption. The role will also include supporting the growth of the Strategic Consulting division.
You will not have a direct team but instead will lead a virtual team, on an engagement-by-engagement basis, to deliver the outcomes committed to the customer. The types of projects you will be delivering include an initial campaign to improve the health of our current customer's 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 will 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 will also be expected to have close working relationships with internal stakeholders within Commercial, Technology and Managed Services.
You will bring gravitas along with a pragmatic and transformational approach to engaging internal stakeholders, will function as the voice of the customer internally (in a delivery context) and have a 'can do' attitude to enable us to exceed customer expectations and become their trusted partner.
In this role your key responsibilities will be:
- Customer-facing involvement with clients; specifically, to investigate the health of customers instances and deliver improvements.
- Readily embrace 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.
- Own 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 collaborator: willing to take 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 but 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;
- Exceptional communication and ability to develop robust and enduring relationships with stakeholders.
- Action oriented and collaborative by nature. Enthusiastic, driven and with defined leadership qualities with the ability to gain confidence and buy-in from his/her peers.
- Strong delivery history for improving the health of customers systems, ideally ResourceLink.
- Strong customer focus.
- Continuous improvement mindset.
- Capable of conveying complex concepts in simple terms and of tailoring presentation style of delivery to suit the audience.
- Must be able to work effectively at all levels. Will have the gravitas, passion, and knowledge to be credible in all business situations.
- Strong stature and presence. Must be highly credible both internally and with business partners.
- Excellent people skills will be needed to build strong relationships and to sustain confidence with other colleagues that will be critical to the success of this role.
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.
- 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.