Customer Engagement Manager, Immedis
Global payroll software
Job no longer available
Global payroll software
201-500 employees
Job no longer available
201-500 employees
Company mission
To create touchless global payroll.
Role
Who you are
- 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
What the job involves
- 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
Our take
Immedis is a suborganisation of the Irish tech company Taxback Group, and provides global payroll and employment tax solutions to its similarly global customer base. It has grown rapidly, not just in terms of headcount but also in terms of its suite of solutions. International payments, for example, are now manageable through Immedis' platform as of 2021.
This is a smart move, as the fintech scene is fiercely competitive. Not just in the EU, but in Immedis’ additional target market of the US, payroll is a hotly contested space. Giants like QuickBooks and ADP abound, so branching out into adjacent and equally lucrative areas could help Immedis cement its already relatively far-reaching position.
Immedis looks set to continue with strong market backing, too. High-quality tech startups across Ireland have attracted a lot of attention from US VC investors and funds recently, as they begin to look further afield than their saturated home market. It’s helped give Immedis a boost along the road to Unicorn status, and substantial resources as they expand out to US markets.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (2 rounds)
Dec 2020
$50m
LATE VC
Jun 2019
$28.9m
GROWTH EQUITY VC
Total funding: $78.9m
Company benefits
- Full healthcare plan with Laya Healthcare
- Competitive pension
- Flexible Working Policy with a combination of remote and office working
- Lifework days: ½ day each quarter to get your life work done
- Summer flex hours where you can work your 37.5 hours across 4.5 days
- 23 days annual leave + 2 CluneTech Holidays (Christmas Eve & Good Friday) plus additional days with length of service
- A number of other fully paid leaves including IVF, compassionate, marriage, maternity and paternity leave
- Employee-led CSR Programme, CluneTech Cares, 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
- 24/7 Employee Assistance Programme
- Meeting Free Days – a specific no meeting day where we encourage no meetings so you (and your team) can focus on getting things done!
Company HQ
Dublin, Ireland
Leadership
Richard Limpkin
(CSO (not founder))Previously worked as a Senior Consultant at Deloitte and at CoreHR in multiple roles, including Project Head and Head of Solutions and Innovation.
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