Advanced Tax Services Representative

Dayforce

3d•CA$77,400 - CA$120,900

About The Position

In collaboration with the broader organization, the Premium Tax Services team works closely with our customers to maximize the value of Dayforce products and services. This role has a strong focus on relationship management, commercial growth, customer retention and advocacy, and the broader payroll tax KPIs delivered to clients with medium to high levels of complexity.

Requirements

Bachelor's degree plus three to five years of related experience; Master's degree plus three or more years of related experience; or an equivalent combination of education and related experience.
Strong relationship management and project management expertise, analytical skills, and the ability to engage and motivate multiple stakeholders across the organization.
Excellent communication and leadership skills, with the ability to present to customers and influence results across multiple internal partners.
Strong negotiation and consultative skills.
In-depth understanding of Dayforce tax filing processes.
Proficiency in English is required for this position as this role will regularly interact with English-speaking stakeholders, co-workers, managers and/or clients across the world. Further, our back office support teams, including but not limited to Human Resources, are primarily English speaking. Employees need to be able to communicate with these departments in English to appropriately administer their business relationship. Due to the significant high volume of interactions with these English-speaking co-workers, managers, stakeholders and/or clients, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

Nice To Haves

Strong experience managing complex customer relationships within payroll tax services.
Experience identifying opportunities that improve customer retention, advocacy, and commercial growth.
Experience conducting payroll tax health assessments and developing remediation strategies.
Demonstrated ability to manage customer escalations and influence outcomes across multiple stakeholders.

Responsibilities

Drive customer satisfaction by meeting with clients to create tax initiatives based on their specific business needs and aligning them with industry best practices in the payroll tax space. This may include training on Quarter-End/Year-End activities, tax notice prioritization, and/or assistance with agency registrations.
Conduct health assessments using trend analyses of a client's tax profile, focusing on controllable problem areas or costs and developing plans to assist with remediation. Effectively drive practical solutions while solving problems using independent analysis and judgment.
Conduct regular training sessions that explain the roles and responsibilities of the client and Dayforce regarding tax filing and value-added services.
Help drive revenue by pursuing qualified leads and delivering quantifiable value.
Identify gaps in the payroll tax service delivery model and provide input on new processes and plans to improve operations and customer satisfaction.
Improve the overall client experience by acting as a point of contact for customer escalations and improving the service experienced by customers. Apply the knowledge and judgment required to effectively de-escalate customer issues and concerns.
Maintain an understanding of Dayforce products, value-added services, support models, and internal stakeholders responsible for end-to-end service delivery.
Champion the Dayforce brand, products, people, and processes to demonstrate value.