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Dayforce Corporation

Bilingual Support Delivery Manager — French/English

Dayforce Corporation, Saint Paul, Minnesota, United States,


Bilingual Support Delivery Manager — French/English

CanadaJob Description

Posted Friday, May 17, 2024 at 4:00 AM | Expired Tuesday, June 18, 2024 at 3:59 AMDayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.Our brand promise - Makes Work Life Better TM - reflects our commitment to employees, customers, partners and communities globally.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 opportunityThe 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 doDevelop 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 bring in the product subject matter experts to help.Engage Customer Success where needed for projects outside of support items.Collaborate with customers on support model adoption and 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 Dayforce’s 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 valueBachelor’s Degree in related field and 2+ years of experience within the Human Capital Management (HCM) space in a customer facing role or equivalent combination of 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 to resolve conflict wherever it arises.Highly self-motivated and team oriented.Ability to work virtually 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.What’s in it for youDayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.We encourage individuals to apply based on their passions.Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.With a commitment to community impact, including volunteer days and our charity, Dayforce Cares, we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.About the Salary RangesPlease note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.Fraudulent RecruitingBeware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com or @Ceridian.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here:

https://www.dayforce.com/be-aware-of-recruiting-fraud

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