Description

The purpose of the Client Services Manager is to ensure client satisfaction and retention through developing strategies to satisfy and retain clients.  The CS Manager must proactively build and maintain client relationships, lead a team of various levels of Account Managers servicing the client and ensure client issues are effectively addressed. The Client Service Manager will work with peers, as well as cross-functional teams, to appropriately prioritize all client efforts, interactions and exceptional delivery of service levels.   The Client Service Manager will engage directly with clients, either proactively, in negotiation, highly escalated situations or on behalf of Paylocity in a variety of matters.  The work is highly complex, analytical and will take an effective balance between technical skills, leadership, process and soft skills to be effective. This role manages a team of approximately 15-30 Team Leads and Account Managers.  On average has a book of business of about $20-50 million.

The below represents the primary duties of the position, others may be assigned as needed. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Who you are:

• Follow Up: Timely responsiveness & proactive follow up
• Problem Solve:  Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitate information
• Communication:  provide professional & appropriate internal/ external communication
• Guidance – Provide clients guidance on HR and Payroll best practices, organizational change management and Paylocity product fit
• Implement and optimize products – ability to implement ancillary products and optimize primary HCM set up
• Influence: Ability to influence outcomes with primary decision makers, negotiate contracts and provide insight into HR industry best practices

What you'll do:

• Client Satisfaction and Retention – develop strategies and initiatives that ensure, improve and sustain client satisfaction and retention; builds and sustains strong client relationships, demonstrating partnership, support and leadership with the client.  Identifies and addresses barriers and challenges to client satisfaction and retention and proactively takes initiative to address
• Proactive Client Resolution – Takes the lead in efforts to minimize and de-escalate client issues; takes initiative towards addressing at risk clients and potential loss to actualized losses of clients; keeps an eye on building client confidence in and loyalty to Paylocity; provides appropriate level of communication to Sr. Leadership with regard to client relationships; Ability to negotiate, influence, consult and resolve objections with C-Suite decision makers
• Team Leadership – Lead a team of Account Managers responsible for a client base to enable outstanding client service; monitor and facilitate necessary learning opportunities to build knowledge base of staff and ensure software and payroll competence; prioritize efforts according to changing variables; continually monitor client interactions to provide coaching and feedback related to handling issues and the necessary soft skills to minimize risk with clients and foster loyalty; looks for opportunities to improve that can have a positive impact on the client
• Team Management – Manage the individuals on the Account Manager Team including:
• Develop, communicate and monitor progress towards department goals 
• Creative and maintain an effective and positive work environment that fosters open communication, learning, receiving and providing feedback and recognizes and rewards the values of our organization and our department.
• Monitors the workload of the team ensuring appropriate volume, priority and client/account manager alignments
• Partners and coaches Team Leads to address any and all performance and disciplinary issues regarding AMs
• Provides proactive and reactive development opportunities that contribute to self, team and corporate goals
• Hiring and onboarding new team members
• Project Management- planning, executing and oversight of projects that positively impact the client experience. Partners with cross functional departments in order to achieve project goals and meet specific success criteria within the deadline established

Education and Experience:

• Bachelor’s Degree
• 3+ years in a client focused role
• 3+ years of Management experience
• Experience using reporting and metrics as a key part of the job
• Project Management Experience
• Experience leading large initiatives and the ability to develop strategies, a plan of action and execute on that plan
• Demonstrates a high degree of personal responsibility and ownership, and accountability
• Successful experience in escalations and at risk client retention efforts

Preferred:

• Payroll and/or call center experience
• HRIS experience
• Experience leading training initiatives
• Minimum 3 years’ experience in payroll, benefits and/or HR administrator
• Ability to present HR Data effectively