Join the team

Description

Global Expat Pay is experiencing rapid growth and we now have an exciting opportunity for a Senior Customer Success Manager to join us.

You will be a key member of a fast-moving technology scale-up and will be empowered to influence customer related decisions, projects and the future of the business. As part of the Customer Success team, you will work with our customers and their data to solve their business challenges and create, implement, and operate efficient mobility processes using our technology, to realise time and cost savings. Your role will be customer centric, with a key focus on maintaining existing relationships and ensuring excellent customer service with new clients. You are passionate about innovation whilst applying this to our future technology enhancements and projects.

• You will be responsible for account management and will be the main point of contact for day-to-day customer communication across multiple locations and customers simultaneously.
• You will make sure that customers get maximum value from our technology and give them insight into this through relationships that you have built and maintained.

Responsibilities

• You and the team will liaise with customers and ensure that reporting is delivered in line with agreed
  timelines and quality requirements.
• You will manage and ensure delivery of the end-to-end monthly data and compensation process; including collecting, processing, distributing data and payroll instructions, in line with agreed customer KPI and SLAs.
• You will conduct reviews of customer deliverables, e.g., payroll, finance and other operational and management reporting and obtain sign-off prior to delivery.
• You will identify constant technology user experience improvements through active use of our technology.
• You will roll-out technology updates across our customer base.
• You will ensure user acceptance testing (UAT) is complete as a customer success manager in line with the development cycle.
• You will be a key contributor in customer project workshops and meetings.
• You will be a key member / lead varied consulting projects e.g. process review and project-based
  work.

Essential Skills

• You have experience working in Global Mobility, expatriate tax and/or payroll specifically in areas
  such as data management, compliance, technology and client management.
• You can digest information from multiple people, data sources and self-driven research and deliver concise business updates and suggest process, business and technology improvements both internally and externally.
• You are solution driven.
• You are customer centric.
• You hold a Bachelor’s degree; however we will consider relevant experience (suggested 5 years).
• You have been a key member / manager within end-to-end projects with proactive management and working to deadlines.
• You have understanding and adherence to quality and risk management.
• You are excited by delivering excellent customer service and have a keen interest in interacting with clients both in person and virtually.
• You have a proven track record of customer success making data-driven decisions and leading complex customer relationships.
• You have extensive knowledge of digital tools e.g. Microsoft Office Suite, data visualisation, project
  management etc.
• You have experience collaborating and working effectively as part of a team.
• You have a logical approach to solve business challenges.
• You are comfortable with numerical problems.
• You are comfortable to make decisions based on datasets of varying sizes.

Desirable Skills

• You have experience creating and delivering customer presentations and pitches.
• You have experience preparing for, and being involved in process, service or technology demonstrations.
• You have experience in implementing innovative solutions to simplify processes using technology driven solutions.
• You have an understanding of the end-to-end customer sales process from initial contact through to contracting.
• You have an understanding of customer retention and continuous process improvement.
• You have experience liaising across different functions including senior leadership, technology development, business analysts, product management and other topic specialists.

Interpersonal Skills

• Highly collaborative.
• True team player.
• “Can do” attitude.
• Creative and innovative mindset.
• Good communication skills both written and verbal.
• Able to work with customers and technical specialists.
• Ability to challenge in an amenable manner.
• German speaking to a business level (desired).

Additional information

• This is a hybrid working role and the successful candidate will need to be able to travel to our office
  in Windsor at least 3 times per week.
• Our office is based in the centre of Windsor situated by Windsor Castle, easily accessible by road and train.
• Benefits include a minimum of 25 days’ holiday, your Birthday off, Pension, Health Insurance.
• Salary – Highly Competitive.
• Bonus scheme based on company and individual performance

About Global Expat Pay

We are simplifying global mobility data and payments. We do this by integrating data across multiple vendors and systems into one simple platform to make the operational management of international assignments more efficient and payments more accurate. Global Expat pay provides a single, trusted source of information that ensures expatriates (internationally mobile employees) can enjoy a seamless global working experience.

Description

Global Expat Pay is experiencing rapid growth and we now have an exciting opportunity for a Customer Success Consultant to join us.

As part of the Customer Success team, you will have responsibility for day-to-day service delivery to our customers. This includes supporting the activation of new services and ensuring an excellent customer experience as part of our service delivery. You will also work closely with our customers to help identify improvement areas and implement new processes according to their operational needs.

Responsibilities

• Support the day-to day delivery services to our customers.
• Facilitate the end-to-end monthly data and compensation management process; to include collecting, processing, and distributing data and payroll instructions.
• Conduct first level review of customer deliverables, e.g., customer reporting, data management.
• Prepare and deliver management information reporting e.g., cost reporting, accrual management.
• Ability to liaise with customers and provide them status updates and ensure reporting is understood and can be processed, where required.
• Handle customer queries and report to management level, where required.
• Identify areas of risk or scope opportunity and report to management level, where required.
• Support with implementing new systems and processes during activation.
• Liaising with 3rd parties to ensure a smooth and efficient transfer of data.
• Assist with broader company projects/initiatives, as required.
• Perform User Acceptance Testing and contribute to Development of System Capability

Experience and skills

• Experience working in global mobility, expatriate tax and/or payroll (preferred).
• Bachelor’s degree, however relevant experience will also be considered (suggested 3 years).
• Understanding and adherence to quality and risk management.
• Proactive management of workload and working to deadlines.
• Ability to work collaboratively with customers and support team members to achieve right outcomes.
• Project management and service delivery experience.
• Excellent verbal and written communication skills.
• Ability to articulate and apply logical decision-making.
• Numerical and / or business skills.
• Intermediate Microsoft Excel and PowerPoint skills.

Desired

• Culturally aware & able to interact with teams globally.
• Experience creating presentations to present back to customers.
• Experience working with big data and carrying out analysis.
• Curiosity to innovate and simplify processes using technology-driven solutions.
• German speaking to a business level.

Additional information

• This is a hybrid working role and the successful candidate will need to be able to travel to our office in Windsor at least 3 times per week.
• Our office is based in the centre of Windsor situated by Windsor Castle, easily accessible by road and train.
• Benefits include a minimum of 25 days’ holiday, your birthday off, Pension, Health Insurance.
• Salary – Highly Competitive.
• Bonus scheme based on company and individual performance.

About Global Expat Pay

We are simplifying global mobility data and payments. We do this by integrating data across multiple vendors and systems into one simple platform to make the operational management of international assignments more efficient and payments more accurate. Global Expat pay provides a single, trusted source of information that ensures expatriates (internationally mobile employees) can enjoy a seamless global working experience.

Role – Customer Success Team Intern

You will be a key member of a fast-moving technology scale-up and will be empowered to influence customer related decisions and projects for the future of the business.

Your role will be customer centric, with a key focus on maintaining existing relationships and ensuring excellent customer service. Within this role, the Global Expat Pay consultants are committed to ensuring that the hired interns will be trained on client interactions, documentation preparation, and project coordination.

The intern position is a 3-month position with the potential to continue into a full-time role after completion of the internship.

Responsibilities:

• Co-ordinating international payrolls, reviewing and validating data returned by participants, analysing results, and communicating findings.
• Suggesting system enhancements and testing new features in online platform.
• Playing an active role in managing relationships with customers.
• Managing relationships with external vendors.
• Contributing to business marketing content, e.g. social media posts and website blogs.

Experience and Skills:

Essential

• You have an undergraduate degree.
• You have pro-actively worked in end-to-end
• You have proven capabilities of working to deadlines.
• You have an interest in learning how to interact with clients on a global scale.
• You have excellent verbal and written communication skills with the ability to work collaboratively, supporting customers and team members.
• You have working knowledge of digital toolsg. Microsoft Office Suite.
• You have experience collaborating and working effectively as part of a team.
• You have a flexible working style and are ready to learn.

Desired

• You are comfortable to make decisions based on datasets of varying sizes.
• You have experience creating customer presentations.
• You have a curiosity to innovate and simplify processes using technology-driven solutions.
• You have a logical approach to solve business challenges.
• You are comfortable with numerical
• You have working language skills, most preferably in German speaking.

Additional information

• We believe in hybrid working in line with business and customer requirements.
• Coaching and 1:1 support is offered throughout the internship.
• Our office is based in the centre of Windsor situated by Windsor Castle, easily accessible by road and train.
• Benefits for full time employees:
  • A minimum of 25 days holiday per year, your Birthday off, Pension, Health Insurance.
  • Salary – Highly competitive.
  • Twice annual bonus scheme based on company and individual performance.
  • Monthly company socials and events and relaxed office environment.

About Global Expat Pay

We are simplifying global mobility data and payments. We do this by integrating data across multiple vendors and systems into one simple platform to make the operational management of international assignments more efficient and payments more accurate. Global Expat pay provides a single, trusted source of information that ensures expatriates (internationally mobile employees) can enjoy a seamless global working experience.