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- Tasks: Manage international customer cases and ensure exceptional service delivery.
- Company: Join SD Worx, a leading European Payroll & HR services provider.
- Benefits: Flexible hours, workation options, free language courses, and career growth opportunities.
- Why this job: Make a real impact by enhancing customer experiences across diverse international clients.
- Qualifications: Experience with MyServicePoint, attention to detail, and strong customer interaction skills.
- Other info: Diverse workplace culture that values innovation and inclusivity.
The predicted salary is between 36000 - 60000 £ per year.
SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people. Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent.
About the role: As a Customer Success Manager, you will oversee more than 20 international customers served by SD Worx countries and in-country partners, spanning high and medium complexity mid-market segments. These customers often require advanced coordination due to multi-country coverage or non-standard solutions. You will also manage single-country customers under international Master Service Agreements, typically within the SME segment, and support a broader base of approximately 800 customers through a digital annual check-in process. Acting as the single point of contact, you’ll ensure efficient handling of escalations, deliver exceptional customer experiences, and drive success across all touchpoints.
What do we have to offer?
- A dynamic environment: flexible working hours and working from home
- Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)
- Free language courses (during your working hours)
- Referral program
- Learning opportunities: through an individual development plan and professional training
- Career growth: whether you want to become more of an expert in your field or expand your knowledge horizontally, there’s always room to grow within SD Worx!
As this is an international role open in multiple countries, the full benefits package depends on the specific location. Feel free to ask our Recruiters for more details!
Which tasks can you expect?
- Ensure all international customer cases are managed in MyServicePoint (MySP) in line with global SLAs/KPIs, excluding legacy customers on non-SDW platforms (e.g., Dayforce, SFTP).
- Promote full adoption of MySP by training and supporting customers in case management and payroll calendar adherence.
- Manage payroll calendars for SD Worx countries and in-country partners, ensuring timely distribution, approval, and Correctness Reporting to support SLA/KPI tracking.
- Align annual calendar processes for Dayforce customers.
- Submit international fund transfers and process non-recurring elements (WRNs).
- Coordinate additional services upon customer request.
- Log and categorize all customer escalations in MySP (e.g., payroll, invoicing, service).
- Triage cases to appropriate teams (Support, Local PayCo, Service Delivery).
- Support service transitions for new customers/payrolls and manage terminations from acknowledgment through to invoicing of termination fees.
- Maintain and enforce Standard Operating Procedures (SOPs) for international processes, ensuring compliance with SD Worx policies on data protection and confidentiality.
- Use Lean tools (PSS) and Tactical Improvement Plans (TIPs) to identify and resolve issues, reporting outcomes in Sprint Reviews.
- Share legislative updates from in-country partners with relevant customers and support tax year-end services in collaboration with Partner Management.
- Participate in regular calls with customers, SD Worx countries, and partners to ensure smooth payroll delivery.
- Manage the output from the digital annual check-in responding to the single country customer's needs.
- Identify and elevate new business opportunities via MySP to the CSM Manager.
What do you have to offer?
- Highly proficient user of MyServicePoint with understanding of Dayforce and usage of SFTPs
- Understanding of international customer types
- High levels of customer interaction with real attention to detail
- Experience in usage of lean tools
From many places, we work as one, moving from better to best together. SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin colour, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.
Customer Success Manager in Renfrew employer: SD Worx
Contact Detail:
SD Worx Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Renfrew
✨Tip Number 1
Network like a pro! Reach out to current or former employees at SD Worx on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research SD Worx’s services and think about how your skills as a Customer Success Manager can help enhance their customer experience. We want to see that passion!
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples of how you’ve handled customer escalations or improved processes in the past. We love candidates who can think on their feet!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the SD Worx team!
We think you need these skills to ace Customer Success Manager in Renfrew
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience with international customers and any relevant tools like MyServicePoint or Dayforce. We want to see how you can bring value to our team!
Showcase Your Customer Interaction Skills: Since this role involves a lot of customer interaction, share specific examples of how you've successfully managed customer relationships in the past. We love hearing about your attention to detail and how you've resolved issues effectively.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where necessary to make it easy for us to read. We appreciate straightforward communication, especially when it comes to complex topics!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at SD Worx
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of customer success management. Understand how to handle escalations, manage customer relationships, and ensure satisfaction. Be ready to share examples from your past experiences that demonstrate your ability to drive success for customers.
✨Familiarise Yourself with MyServicePoint
Since this role requires proficiency in MyServicePoint, take some time to explore its features. If possible, get hands-on experience or watch tutorials. Being able to discuss how you would use it to manage customer cases will show your preparedness and enthusiasm for the role.
✨Highlight Your Attention to Detail
In a role that involves managing payroll calendars and ensuring compliance, attention to detail is crucial. Prepare to discuss specific instances where your meticulous nature has led to successful outcomes. This will help demonstrate that you can handle the complexities of international customer needs.
✨Show Your Understanding of Lean Tools
Since the job mentions using Lean tools like PSS and TIPs, be ready to talk about your experience with these methodologies. Share how you've used them to identify and resolve issues in previous roles, as this will highlight your problem-solving skills and alignment with SD Worx's operational goals.
