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Senior Client Relations Manager

2 months ago

Chandler, Arizona, United States VensureHR Full time
About the Role

VensureHR is a leading provider of HR technology and service solutions. We are seeking a highly skilled Senior Client Relations Manager to join our team.

Key Responsibilities
  • Coordinate user setup and provide training on client-facing web-based payroll, custom reporting software, LMS, and service platforms.
  • Facilitate proactive intervention steps for at-risk clients, working with internal teams, clients, and business consultants to ensure successful retention.
  • Manage client relationships by establishing and reinforcing strong relationships with clients, internal partners, brokers, and peers through proactive touchpoints and service recommendations based on client needs.
  • Act as a liaison between clients and internal operations to ensure seamless delivery of services in line with department SOPs.
  • Coordinate and lead 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 and leverage data and reporting to identify opportunities, trends, and process improvements.
  • Identify gaps in client processes and introduce and drive adoption of new products and services to clients based on identified client needs.
  • 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.
Requirements
  • Customer service driven, with the 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, with 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 and 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.