Manager Client Services

3 weeks ago

Schaumburg, United States PAYLOCITY CORPORATION Full time

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us

**Position Overview**

This Client Services Manager role will support the Large Enterprise tier in the Central region. You will play a pivotal role in ensuring client satisfaction and retention. You will develop strategies to effectively address issues, proactively service highly complex clients and prepare and lead a team of Executive Account Managers. Your success in this role is driven by your proficiency with technology, ability to quickly learn our HCM platform and products, and a deep commitment to providing outstanding customer service. This role requires a unique balance of leadership, technical expertise, process management, and soft skills to be effective. As a Client Services Manager, you will work with a peer team of Managers to appropriately prioritize client interactions and efforts on behalf of the client. This includes engaging directly with clients by directly addressing escalated calls and working to negotiate with the client and our internal partners for the betterment of the business.

**Primary Responsibilities**

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.
- Develop strategies and initiatives to enhance and maintain client satisfaction and retention.
- Facilitate continuous learning opportunities to expand the knowledge base of your staff.
- Offer proactive development opportunities aligned with corporate goals and values.
- Create and maintain an effective and positive work environment that encourages open communication, learning, coaching and recognition in line with the organization’s values.
- Monitor team workload, ensuring appropriate balance of volume, priority, and client alignment.
- Manage the hiring and onboarding of new team members, emphasizing the establishment of strong trusted relationships from day one.
- Generate creative solutions and innovative ideas to increase employee engagement and retention.
- Collaborate with cross-functional partners to ensure that processes and tools are in place to best support clients and the client services team, including Technical Services, Finance, Tax, Sales, Support, Distribution, and Implementation.
- Exhibit flexibility in day-to-day responsibilities, emphasizing agility in adapting to changing circumstances.
- This job requires up to 25% travel for internal and/or client-facing meetings
- This role is a hybrid working model and consists of weekly in-office requirements

**Education and Experience** State the minimum education, experience, skills, and certifications/training required to successfully perform the job.
- Bachelors degree or equivalent education and experience required
- 2+ years of previous leadership experience in a customer service/customer relationship role
- Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs)
- Experience with leading other leaders preferred
- Previous experience in HCM/Direct Payroll Industry
- Experience working with payroll, HCM, or HRIS software
- Excellent knowledge of MS Office, including MS Excel
- Strong interpersonal skills

**Paylocity is an equal-opportunity employer.** Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as requir

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