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Client Manager, Payroll+ HCM Retention

2 months ago

Oklahoma City, United States Heartland Payment Systems Full time

Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

The Client Manager role aims to serve entrepreneurs by providing customer experiences that extend mutually profitable relationships. The Client Manager is responsible for reducing year-over-year attrition within a defined portfolio of Heartland Payroll relationships.

RESPONSIBILITIES

* Responsible for client relationship cultivation and retention, inspiring confidence through demonstrated expertise and meeting ongoing client needs.


* Collaborate with strategic partners to identify at-risk accounts and execute mutually-agreeable strategies to retain/grow relationships.


* Responsible for achieving set retention metrics ensuring the profitability of accounts within the defined portfolio.


* Interpret competitor offers/quotes and performs cost analysis. Negotiates directly with customers using consultative conversations to retain accounts and maximize revenue potential.


* Respond quickly and effectively to all requests for account reviews, escalated customer issues, product information, account terminations, reimbursements, etc. whether from internal or external customers.


* Stay current on Heartland Payroll service offerings and important industry changes in order to assign appropriate solutions to customer requests.


* Identify product offerings for existing customers and suggest additional products that may benefit a customer's business.


* Answer inbound calls from customers and resolve inquiries.


* Manage and resolve customer complaints while providing excellent service and follow-up interactions.


* Ensures alignment with sales or service teams to ensure customer satisfaction


* Identify triggers for attrition and represent the current status of attrition in the defined portfolio to leadership. Recommends solutions to customers, teammates and leadership.


* Maintain compliance standards for Salesforce records and detailed documentation of client status and interactions.


* Display a commitment to receiving necessary coaching for continuous improvement and team development



QUALIFICATIONS

Education/Certification

Bachelor's degree in business or a related field, or equivalent operational, retention, or account management experience.

Experience Required

* At least 3 years related operational, retention, or account management experience


* Has experience meeting goals with defined metrics and a proven track record of success.


* Previous Payroll experience is desirable but not required



Skills/Abilities:

* Highly effective interpersonal, relationship management, and both verbal and written communication skills.


* Strong business, analytical and technical aptitude.


* Above-average execution of consultative selling techniques and negotiation.


* Critical thinking and problem-solving.


* Account management skills with proven ability to build and manage internal and external relationships.


* Excellent organizational and time management skills in a high-energy environment to manage multiple priorities.


* Empathy, adaptability, and a mindset of continuous improvement


* Willingness to work independently or collaborate with a team.



Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

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