Position Title : Client Engagement Manager - Service Transition

Reporting Line : Managed Services Manager

Position 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 setting 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 skills

- Strong knowledge of payroll practices and operations is essential

- Demonstrated confidence in client conversations

- Comprehensive understanding of current Australian and New Zealand payroll legislation.

- Demonstrated ability to investigate issues and find solutions

- Ability to identify opportunities through relationship-based conversations

- Ability to manage multiple tasks effectively and timely

- Strong analytical and problem-solving experience

- Strong relationship building skills with a customer first mindset

- Advanced 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 Communication

- Time Management

- Process Improvement

- Stakeholder Management

- Risk & Compliance Management Change Management

- Ability to work independently or as part of a team

- Attention to Detail

- Creative Design Thinking

Key Stakeholders

- ADP Clients

- Enterprise Learning

- Client Success Team

- Implementation Consultants

- Product Enablement Team

- Technical Support Consultants

- APAC CoE (GPT - Product Development).

📌 Client Engagement Manager - Service Transition (Australia)
🏢 Adp
📍 Australia