Adecco - Sales Effectiveness & Operations Manager

SUMMARY:

The Customer Success Manager is responsible for providing strategic operational and business development management to ensure the growth of customer programs that are centrally managed and may be serviced through both specialized and standard delivery models. Acts as first line of contact for all field offices and customers as it relates to service and delivery, order fulfilment, contract compliance, customer satisfaction and reporting.  Responsible for strategically aligning with Customer Success Directors to formulate strategies around innovation, customer centricity, and continuous program improvement to ensure portfolio expansion, revenue growth and margin improvement.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Works in conjunction with appropriate Adecco Customer Success Directors to provide best-in-class customer service to accounts in assigned portfolio. Maintains consistent communication with the key Adecco and customer stakeholders to discuss both tactical and strategic activities that strengthen the business relationship
• Provides reporting data, operational insight and tactical information to be used in the strategic business reviews and/or customer meetings. Attends meetings (either remotely or in person) and speaks to operational and data slides
• Serves as first point of contact with field and centralized delivery solutions regarding tactical operational issues and concerns; provides timely answers and solutions surrounding operational aspects of account management and compliance; proactively monitors and oversees order fulfillmentactivities
• Works horizontally and vertically across the Adecco Group to ensure proactive communication regarding forecasting and recruiting needs, contract changes, servicing and fulfillment plans; trains field on account specific activities, processes, and recommendations; guides and follows ups with field regarding Standard Operating Procedures (SOPs) and sharing of best practices among account locations
• Collaborates with customer and internal partners to identify and remove account specific operational roadblocks in the fulfilment process; works together with Customer Success Directors to strengthen customer partnership
• Works collaboratively with Customer Success Directors on root cause analysis for service, financial or relationship concerns within account portfolio and engages appropriate field partners and centralized services teams to develop and execute action plan(s)
• Reviews risk analysis reports and works with field leadership, customer, and risk management team when workers’ compensation loss is trending negatively to uncover root causes and develop improved safety plan
• Ensures accuracy of Customer Info Center to ensure most current web docs and account information is posted accurately, including customer specific forms posted to US Verify; validates that pricing, screening and invoicing requirements are set-up correctly on customer profile
• Ensures contract compliance by partnering with corporate compliance to complete root cause analysis and remediation planning; escalate site specific concerns to Adecco leadership; completing regular contract analysis and providing recommendations to Customer Success Directors
• Completes and provides customer reporting; provides recommendations and analysis to ensure reporting strategically aligns to business goals; creates and maintains reporting SOPs
• Maintains awareness of financial standings through monitoring accounts receivables and providing insight into account profitability inquiries; handles ownership of accrual reporting set-up and assists with rebate calculations; oversees billing/invoicing process to ensure accurate set-up
• Works in partnership with Customer Success Directors on contractual changes by ensuring systematic updates are completed; communicates changes to field; maintains account fact sheet
• Documents all activities in SFDC (salesforce.com)
• Ensures supplier compliance to account contractual requirements through supplier toolkit and orientation; engages in supplier escalations

• Participates in special projects and performs other duties as assigned

MINIMUM EDUCATION & EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in related field or equivalent experience
• Minimum three (3) years of account management and/or customer service experience in a high-volume, fast paced delivery model
• Staffing experience is preferred; Adecco Group experience is highly preferred
• May be required to travel up to 20%

KNOWLEDGE, SKILLS & ABILITIES REQUIREMENTS:

• Proficiency in MS Office (Word, Excel and PowerPoint) is required; must be able to analyze and prepare reporting data to meet customer’s expectations
• Capable of handling multiple tasks with ever-changing priorities
• Proven ability in using sound judgment when making business decisions
• Excellent written and verbal communication skills with demonstrated ability to build and maintain strong interpersonal relationships
• Must have ability to interface with all levels of staff and management
• Must have strong systems aptitude with the ability to learn new software and navigate the internet with ease
• Ability to work well within a shared team environment

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally. 

You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident, and insightful.

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge, and expertise to grow together. 

Make an impact where it matters most.

Equal Opportunity Employer/Veterans/Disabled

The Company will consider for employment qualified applicants with arrest and conviction records.

The Company may require proof of COVID-19 vaccination at time of hire based on client policies or certain regulatory requirements.  As such, TAG may require you to report your COVID-19 vaccination status at time of hire unless prohibited by a state law.   The Company will consider requests for exemption based on medical/disability or religious reasons, or additional reasons if permitted by state law.

The anticipated salary range for this position is between $57,391 and $71,739 . Salary may be determined based on experience, education, geographic location, and other factors.  

Benefit offerings for full-time employment may include medical, dental, vision, term life insurance, short-term and long-term disability, additional voluntary benefits, commuter benefits, wellness plans and reimbursement and retirement programs.  Available paid leave may include paid time off, parental leave and holiday pay.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.

On our career site, you will find some of the key steps you can expect to guide you along the way.

Posting date: 03-14-2022