Deal Desk Team Lead - Major Account Services (MAS)

ADP•Maitland, FL

6h•Hybrid

About The Position

ADP is hiring a Deal Desk Team Lead within their Commercial Operations Center of Excellence (CoE). This is a hybrid role based out of the Maitland, FL office, requiring candidates to live within commutable distance. This highly customer-centric, engaging, and instrumental role drives early-stage customer success within the Major Account Services (MAS) organization. The ideal candidate is high-energy, thrives in a fast-paced environment, and consistently meets deadlines. The Team Lead will serve as a trusted advisor to Sales teams and work directly with SMB clients during their post-sales onboarding process and smooth transition to ADP.

Requirements

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.

Nice To Haves

1+ year of previous leadership or management experience.
Ownership mindset, making the customer top priority, curiosity, and high ethical standards.
Excellent interpersonal and relationship management skills.
Excellent written and verbal communication skills, along with organizational and time management.
Strong Excel, Sales Enablement Tools (CRM, GONG, Seismic, etc.), MSWord and PowerPoint skills.
Meticulous with strong analytical skills and judgement/decision-making ability.
Ability to work in a fast-paced, performance-based environment and meet deadlines.
Work independently and proactively drive issues to resolution.
Knowledge of HR and Payroll industry tools and best practices are also a plus.

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.