Desk Desk Team Lead - Retirement Services (RS)

Deal Desk Team Lead

ADP is hiring a Deal Desk Team Lead within our Commercial Operations Center of Excellence (CoE).

This is a hybrid role based out of our Maitland, FL office. Qualified candidates must live within commutable distance to this location.

This is a highly customer centric, engaging, and instrumental role in driving early-stage customer success within the Retirement Services (RS) organization. We are seeking an individual who has high-energy, likes to win, thrives where things move fast, and deadlines must be hit without exception. You will serve as a trusted advisor to Sales teams and work directly with SMB clients in their post-sales onboarding process and smooth transition to ADP.

Responsibilities:

• Building and managing partnerships with cross-functional teams (Ops, sales and implementation) to ensure smooth and successful hand-off of customers to service organization.
• Provide prompt, accurate, and friendly customer service to the sales, service and Ops organizations.
• Leverage data to maintain KPIs between established parameters.
• Manage analyst workload capacity to ensure SLAs/turnaround times are met as well as accuracy and compliance with sales and service customer onboarding policies/procedures.
• Identify points of escalation and formulate quick and effective resolutions for clients & the sales organization.
• Work with a sense of urgency and quickly identify root cause of issues in process, policy, system, data and engage with functional owners to resolve.
• Evaluating analysts' client & seller engagement and efficiency of deal management and provides coaching to analysts to meet standards.
• Delivery of analyst onboarding training, identifying additional training needs and facilitating instructional sessions with subject matter experts.
• Lead initiatives on best practices and process improvements, based on client, analyst and sales feedback.
• Develop a deep understanding of the CoE goals and objectives.

Qualifications Required:

• A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:
• At least 3-5 years of business operations, customer operations, sales operations experience or systems integration environment.
• Prior experience in customer success/customer onboarding operations are a plus.