Client Engagement Manager - Service Transition

Job DescriptionPosition Title : Client Engagement Manager - Service TransitionReporting Line : Managed Services ManagerPosition Purpose : To lead the successful transition of clients from implementation into the Lyric Service model, ensuring operational readiness, service continuity, and a seamless client experience. As the key link between clients and internal teams, the role drives effective transition outcomes, mitigates risks, and establishes the foundation for long-term service success.Key Responsibilities :Client Relationship Management:Act as the primary relationship owner during the first 90 days of a client's transition into Service, ensuring a smooth and successful handover from implementation * Build strong client confidence, trust, and engagement throughout the onboarding and transition journey.Provide proactive communication, operational visibility, and regular updates to clients, ensuring alignment between client expectations and Lyric's service delivery standards.Collaborate with Implementation, Service, Enterprise Learning, GPT, Release Teams, and Client Success teams to assess and manage client impacts resulting from product releases and service changes.Manage commercial aspects of the client relationship, including contract administration, renewals, additional business opportunities, commercial gestures, and claims management.Serve as a trusted advisor and advocate for clients, ensuring concerns, risks, and opportunities are addressed effectively.Contribute to client experience measures (Retention and Net Promotor Score) and business-related performance goals.Identify opportunities to support clients with additional areas of service delivery.Delivering Lyric Excellence.Risk and Issue Management - identify and resolve transition challenges before they impact service delivery.Identify capability, knowledge, and training gaps that may impact service delivery quality and client outcomes.Support knowledge sharing, capability development, and continuous learning across internal teams and clients.Ensure operational readiness for new clients, services, products, and process changes entering the service environment and liaising back with Product Enablement, GPT, Lyric CoE and Implementation.Partner closely with Lyric leaders to manage escalated client issues, service concerns, and providing client visibility.Drive continuous improvement by identifying opportunities to enhance processes, product, service delivery, and improve client experiences and outcomes and liaising back with Product Enablement and GPT.Duties may vary based on the operational needs of the business.Experience : Minimum 3+ years of Customer Service experience -- via multiple channels (self-service, phone, live chat support).Strong customer service and stakeholder management skillsStrong knowledge of payroll practices and operations is essentialDemonstrated confidence in client conversationsComprehensive understanding of current Australian and New Zealand payroll legislation.Demonstrated ability to investigate issues and find solutionsAbility to identify opportunities through relationship-based conversationsAbility to manage multiple tasks effectively and timelyStrong analytical and problem-solving experienceStrong relationship building skills with a customer first mindsetAdvanced computer skills including Microsoft Word and Excel.Certifications / Qualifications Tertiary qualifications (Cert IV / Diploma/Degree within Business / Administration) is highly desirable.Relevant experience may be accepted and will be considered in place of formal qualifications.Skills :Effective CommunicationTime ManagementProcess ImprovementStakeholder ManagementRisk & Compliance Management * Change ManagementAbility to work independently or as part of a teamAttention to DetailCreative Design ThinkingKey Stakeholders :ADP ClientsEnterprise LearningClient Success TeamImplementation ConsultantsProduct Enablement TeamTechnical Support ConsultantsAPAC CoE (GPT - Product Development).Job Requirements.Job DetailsJob Type: Permanent-FT (AC Only)Salaried: Salaried