Chief Fusion HCM Delivery Lead

3 days ago

Vizag, Andhra Pradesh, India Mergen Partners Private Limited Full time

Deliver Exceptional Results as a Chief Fusion HCM Delivery Lead

About This Role:

We are seeking an accomplished Chief Fusion HCM Delivery Lead to join our client's team and oversee the delivery of Fusion HCM SAAS support. As a key member of the project management team, you will be responsible for managing client relationships, handling escalations, overseeing resource allocation, and ensuring customer satisfaction.

Key Responsibilities:

  • Lead Support Operations: Oversee daily Fusion HCM SAAS customer support operations, ensuring seamless day-to-day activities and prompt issue resolution.
  • Client Communication: Facilitate weekly, monthly, and quarterly business review calls with clients to assess project progress, gather feedback, and ensure high levels of satisfaction.
  • Escalation Management: Swiftly handle and resolve customer escalations while maintaining effective communication and problem-solving skills.
  • Resource & Productivity Management: Manage resource allocation, monitor productivity, and guide skill development to meet project requirements.
  • Deadline & SLA Management: Ensure that project milestones are met on time and deadlines are adhered to, maintaining Service Level Agreements (SLAs).
  • Customer Satisfaction: Maintain customer satisfaction ratings above 9/10 by delivering exceptional service and addressing concerns proactively.
  • Revenue Growth: Focus on client retention, renewals, and upsell opportunities to foster long-term partnerships.
  • Innovation & Redwood Adoption: Drive innovation initiatives and encourage adoption of new tools and technologies, including Redwood, to enhance delivery processes.

Requirements:

  • Fusion HCM Expertise: Strong understanding of Fusion HCM applications and ability to manage complex support operations.
  • Project Management Expertise: Proven experience in managing customer support operations, delivery timelines, and cross-functional teams in a SAAS environment.
  • Client Relationship Skills: Excellent communication skills with a track record of managing client expectations and resolving escalations.
  • Resource & Productivity Management: Ability to allocate resources efficiently, optimize productivity, and develop skills for the team.
  • Results-Oriented: Focused on meeting delivery deadlines, SLAs, and achieving high customer satisfaction ratings.
  • Revenue Focus: Experience in driving renewals, retention, and upsell opportunities.
  • Innovative Mindset: Forward-thinking approach to innovation, particularly regarding Redwood adoption and process improvements.

Become Part of Our Team:

This role offers a unique opportunity to work with diverse clients, drive positive change in the Fusion HCM ecosystem, and advance your career while working with cross-functional teams on dynamic Fusion HCM projects.

Estimated Salary: $120,000 - $180,000 per year

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