Job Description

Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in Canada.Must be fluent in French and English.About the opportunity
The Support Delivery Manager (SDM) team is responsible for the day-to-day escalation and change management related to the support team organizational changes and activities. The SDM will partner with the Customer Relationship Executive team to manage the overall health of the customer. The SDMs will be responsible for promoting and explaining the model changes, identifying ticket reduction opportunities through training, knowledge base and communities, managing account escalations, and driving revenue opportunities through Value Added Service offerings such as On Demand Services (ODS).What you\'ll get to do

• Develop and deliver internal projects related to customer support. Provide executive level reporting using data to support project initiatives and goals.
• Work closely with operational counterparts within Dayforce to drive support issues to closure.
• Conduct strategy sessions and solution optimization discussions and brings in the product subject matter experts to help.
• Engage Customer Success where needed for projects outside of support items.
• Collaborate with customer on support model adoption, change-management program outcomes.
• Solicit client feedback and work with internal partners to drive support improvements and enhance the overall Customer Experience.
• Increase customer adoption of best practices, ticket reduction strategies, and optimization of Dayforce solutions.
• Alert key internal stakeholders if customer retention is at risk.
• Identify and capture service trends, determine root cause of deficiencies in delivery and provide actionable recommendations for remediation.
• Improve the client experience by proactively addressing service issues experienced by the customers.
• Proactively champion Dayforces brand, products, people, process, performance, and value add to the clients.
• Coordinate with peers and partners to develop tailored solutions that demonstrate the added value of their relationship with Dayforce.
• Focus on client retention, loss prevention and eliminating concessions.
• Deliver presentations to internal and external executives on support performance
• Partner with the sales team on prospect meetings and scope of services presentations.
• Manage support escalations through resolution/tracking

Skills and experience we value

• Bachelors Degree in related field and 2+ years of experience within the Human Capital Management (HCM) space in a customer facing role or equivalent combination or education and experience.
• Familiarity with HCM software features and current competitive landscape.
• Fluent bilingual skill in French and English.
• Customer relationship management experience in the HCM space preferred.
• High emotional intelligence and ability resolve conflict wherever it arises.
• Highly self-motivated and team oriented.
• Ability to work virtual in a professional manner.
• Proficient with the tools of the trade (laptop, e-mail, MS Office apps, smartphone, Salesforce).
• Highly organized and efficient with exceptional follow through.
• Orientation toward analytics and process improvement opportunities.
• Comfort in ambiguity and an ability to frequently switch gears with ease.
• Ability to manage risk across portfolio and in individual customer situations.
• Proactive and decisive in determining customer strategy and action plans.
• Desire and ability to negotiate and communicate with clients.
• Demonstrated ability to partner with other functional areas/organizations to deliver a seamless experience for the customer.
• Travel may be required.

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