Senior Client Relations Specialist, Strategic Partners

3 weeks ago

Chandler, United States VensureHR Full time
About Us
Vensure Employer Solutions is the largest privately held organization in the HR technology and service sector, providing a comprehensive portfolio of solutions, including HR/HCM technology, managed services, and global business process outsourcing (BPO). The company and its service providers collectively serve over 95,000 businesses and process over $135B in annual payroll. As a "One Employer Solution" headquartered in Chandler, Arizona, Vensure helps thousands of businesses streamline and grow their operations with custom strategies that benefit both employers and employees. Find out more by visiting www.vensure.com .

Position Summary
The Senior Client Relations Specialist has a proven track record for fostering robust client relationships, ensuring client satisfaction and client retention. This seasoned professional excels in managing high-stake accounts and resolving complex issues, delivering a seamless client experience. They are adept in strategizing, leadership, innovation, collaboration, and analysis. Their experience brings a wealth of knowledge to the client relations team, and they possess a passion for service excellence, and a commitment to driving the success of both the clients and Vensure.

Essential Duties and Responsibilities
  • Coordinate user set-up and provide training of client facing web-based payroll, custom reporting software, LMS, and service platforms.
  • Facilitate proactive intervention steps for at-risk clients, working through the retention process with identified internal teams, clients, and business consultants for successful retention.
  • Responsible for account management by establishing and reinforcing strong relationships with clients, internal partners, brokers and peers through proactive touch points and service recommendations based on client's business needs.
  • Act as a liaison between client and internal operations to ensure seamless delivery of services in line with department SOPs.
  • Coordinating and leading client meetings to review and discuss escalated issues or matters of significance related to the client's account.
  • Build and leverage cross-functional partnerships to manage client inquiries and escalations.
  • Analyze & leverage data and reporting to identify opportunities, trends, and process improvements.
  • Identify gaps in client processes; introduce and drive adoption of new products and services to client based on identified client need.
  • Manage and escalate client issues through various communication platforms including the submission of cases in Client Space to internal departments for resolution.
  • Deliver benefit reconciliation results to coordinate payment of open balances.
  • Coordinate and present client Open Enrollment on Master Plans
  • Manage Client Benefit questions or concerns during the client's lifecycle.
  • Determine and recommend annual increases and/or reductions to client's admin fee.
  • Assist with client tax account registration guidance, provide guidance on payroll tax questions, and obtain clients tax account login credentials when entering a new state.
  • Manage and escalate payroll tax notices and drive to resolution.
  • Assist and provide guidance with required state and federal reporting.
  • Some travel required.
  • Other Duties as assigned.
  • Act as support for assigned region when team members are traveling, out of office or unavailable.
Knowledge, Skills, and Abilities
  • Customer service driven, and ability to interact and develop relationships with individuals from varying industries and backgrounds.
  • Strong sense of business ethics including the ability to handle confidential information appropriately.
  • Ability to adapt in a fast paced environment, and manage multiple priorities/projects.
  • Self-motivated, as well as the ability to work alongside a team.
  • Ability to provide systems training and support as needed.
  • General working knowledge of Microsoft Office suite, payroll and CRM platforms.
Education & Experience
  • 4-year college degree
  • An equivalent combination of experience, skills, and education (including other relevant non-traditional degree programs, certifications, or job training programs) preferred.
  • 5+ years of experience in a customer service role preferred. Previous experience in account management, a call center, PEO, payroll, taxes, benefits, or human resources is a plus.

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