Deal Desk Team Lead - Major Account Services MAS

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 Major Account Services (MAS) 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 & 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.

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.