Client Service Lead NA

Role Summary

As a regional Regional Client Service Manager at Strada, you will act as the "Managing Partner" for our customers. This role is focused on managing service delivery and relationship management across customer, and user levels, and at Client level as required.

You will own service delivery and service governance, drive innovation and continuous improvement, and ensure operational excellence through a “run like a business” mindset.

You build effective relationships with your peers and other key stakeholders within the Pods, and Strada Global at large.

You are a firm believer in the principle that “Happy Teams make Happy Customers”. You play a lead-role in establishing a change in mindset – from “we are a back-office and a cost to company”, to “we run like a business and add value”.

You play a key role in achieving the service vision for the Pods: to make ourselves irreplaceable for our Clients.

Success will be measured by the client reference; the renewal of their contracts; and the improvements in direct gross margin we achieve versus targets as well as colleague engagement levels.

 

Key Responsibilities

Business Leadership & Support

Support the Global CSM and Pod structure in the effective running of the business.

Act as the operational lead, ensuring alignment with strategic goals.

 

Service Delivery & Governance

Own and oversee service delivery in collaboration with Customer Success Senior Managers.

Lead service governance processes in your region to ensure consistent and high-quality service.

 

Customer Management

Provide effective support to Global Client Service Leaders and POD Leaders in managing customer relationships and handling escalations.

Educate Delivery teams on client contract schedules in partnership with Delivery Leaders and the Global L&D Team.

 

Commercial & Contractual Oversight

Manage the commercials of Change Requests.

Support contract renewal negotiations in close collaboration with key Strada stakeholders.

Manage and maintain client contract documentation with Analysts and the Legal Team.

Oversee billing and application of all contractual and Change Request charges (including CPI) with Analysts and Finance.

 

Growth & Innovation

Partner with the Global CSM, POD leaders, HR Tech Lead, Sales, Solution Architects, and Client Executives to identify and support upsell opportunities.

Drive continuous improvement and innovation to ensure each day is better than the last.

Champion a culture of “right first-time” quality to improve profitability and customer satisfaction.

 

Skills & Experience

Experience: Proven ability to lead and collaborate across multiple geographies, cultures, and time zones, while leading the delivery from North America, supported by India

Cross-Country Leadership: Experience managing teams and customer relationships across different countries, ensuring consistent service delivery and cultural alignment.

Payroll Outsourcing Expertise: Deep understanding of global payroll operations, outsourcing models, and compliance requirements.

Operational Excellence: Strong background in service delivery, governance, and continuous improvement.

Customer-Centric Mindset: Demonstrated success in building trusted relationships and driving customer satisfaction.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum - Maximum:

$100,170.00 - $186,030.00

Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.