Deal Desk Team Lead – Major Account Services (MAS)

• Building & manage partnerships with cross-functional teams (Ops, sales and implementation) to ensure smooth and successful hand-off of customer to Service organization.
• Provide prompt, accurate, and friendly customer service to the sales, service and Ops organizations.
• Leverage Data to maintain KPI’s 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 provide 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.
• End-to-end deal support for clients adopting AI platforms, supporting product/process configuration and prompt buildout. Coordinating technical validation and partnering with cross functional teams to ensure successful solution design and deployment.
• Guide clients through effective use of the platform, providing hands-on support on features, workflows while proactively identifying complications, troubleshooting technical or operational issues. Coordinating with cross functional teams to resolve challenges.

• 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.

• 1+ year of previous leadership or management experience.
• Ownership mindset, making the customer top priority, curiosity, and high ethical standards.
• Excellent interpersonal and relationship management skills.
• Excellent written and verbal communication skills, along with organizational and time management.
• Strong Excel, Sales Enablement Tools (CRM, GONG, Seismic, etc.), MSWord and PowerPoint skills.
• Meticulous with strong analytical skills and judgement/decision-making ability.
• Ability to work in a fast-paced, performance-based environment and meet deadlines.
• Work independently and proactively drive issues to resolution.
• Knowledge of HR and Payroll industry tools and best practices are also a plus.

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