Senior Manager of Client Experience and Delivery

**ABOUT US**

Velocity Global is one of the fastest-growing companies in the world and hands down one of the greatest places to work from anywhere. We accelerate the future of work beyond borders. Our global work platform simplifies the employer and employee experience through cloud-based workforce management technology, personalized expertise, and unmatched scale. As the largest global Employer of Record (also known as International PEO) in 185 countries and all 50 United States, more than 1,000 brands rely on Velocity Global to build global teams without the cost or complexity of setting up foreign legal entities or state registrations. The company offers additional services including Independent Contractor Compliance to assess a workforce, and Agent of Record (AoR) to streamline payments to contractors. Velocity Global was named a “Leader” in Global Employer of Record services by prominent analyst firm NelsonHall. Founded in 2014, we have hundreds of employees across five continents.

***

**RESPONSIBILITIES**
- Manage and develop Velocity Global’s Client Account Managers and the Client Finance Managers in their day to day engagement with external and internal stakeholders.
- Serve as an escalation point for our Clients specifically as it relates to international employment and global payroll.
- Understand our Clients’ business objectives and ensure that Client Account Leads and the Lead Client Service Manager deliver our solution, to ensure that all Client stakeholders meet and exceed their goals.
- Oversee the management of client relationships built around strategic partnerships, enabling our clients to expand globally in a greater capacity
- Lead the training of each new hire within their respective teams.
- Develop and maintain competency in the area of international employment
- Report on Client Service analytics, ensure KPIs are being met and facilitate improvement plans when needed.
- Support global strategic planning and client maintenance by implementing plans to prevent service issues and taking the necessary measures to correct and solve difficult situations with clients and employees
- Continuously assist with updating and refreshing Velocity Global’s internal knowledge management tools
- Drive employee satisfaction and retention with sincerity and passion, and approach trouble-shooting as an opportunity to establish integrity and continuous improvement.
- Unrelenting willingness to meeting committed timelines, including influencing global affiliates and clients to meet their agreed upon timelines and resource allocation
- Research (via the internet and our own Velocity Global internal resources) challenging questions and client
- Other duties as assigned as a high-growth company, we embrace supporting ALL areas of the business

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor’s degree in related field or equivalent work experience required
- 5+ years of business experience (international business preferred), including 4+ years in a b2b or professional services client service role preferred
- At least 2 years of managing experience required.
- Human Resources and Payroll experience preferred.
- Must possess strong leadership skills and show ability to unite and motivate a team, delegate tasks, communicate expectations and take corrective actions when needed
- Demonstrated track record of contributing both strategically and tactically at a consistently high level
- Strong consultative customer service and project management style. Must be an exceptional relationship manager by influencing others, managing and prioritizing client expectations
- Research-oriented, exceptional organizational skills and attention to detail
- Excellent interpersonal skills
- Excellent presentation, verbal and written communication skills
- Ability to quickly assimilate information; with operations across 180+ countries there is a lot to learn
- Technology-literate, including Microsoft Office suite
- Drive, strong work ethic, and a passion for creating an unparalleled customer experiences it should be in your bones
- Foreign language skills a plus

**OUR VALUES**

**Velocity** - Exceeding expectations of our customers, colleagues, and ourselves by delivering swift and effective results.
**Integrity** - Doing right by our customers, colleagues, and ourselves through honest and ethical actions.
**Be Bold** - Daring to take risks, learn, and grow to benefit our customers, colleagues, and ourselves.
**Empowerment** - Owning our decisions and being accountable for the impact we have on our customers, colleagues, and ourselves.
**Service** - Supporting our customers, colleagues, and ourselves with respect and empathy.

We have a passion for all things international business and thrive in a fast-paced, high-growth environmen