Client Services Manager

    • Job Tracking ID: 83057-275171
    • Job Location: Lake Mary, FL
    • Job Level: Management
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: October 22, 2018
    • Years of Experience: 5 - 7 Years
    • Starting Date: November 5, 2018
    • Accepting external applications?: Yes
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Job 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 to appropriately prioritize all client efforts and interactions.   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 and analytical and will take an effective balance between technical skills, leadership, process and soft skills to be effective.

 

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.

 

CLIENT SERVICE EXPECTATIONS

  • 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

CLIENT SERVICES MANAGER RESPONSIBILITIES

  • 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.

  • Direct Client Interactions – 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.

  • 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

    • Address any and all performance and disciplinary issues

    • Provides proactive and reactive development opportunities that contribute to self, team and corporate goals

    • Hiring and onboarding new team members

  • Internal Partnerships - Partners with and at times directs and guides peers and internal partners to ensure people, processes and tools are in place to best support the clients and the client services teams, including but not limited to:  CS Managers, Team Leads, Technical Services, Finance, Tax, Sales, Support, Distribution and Implementation.

Experience and Skills:

  • Direct Client Interactions – 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
  • Client Satisfaction and Retention – develop strategies and initiatives that ensure, improve and sustain client satisfaction and retention
  • 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
  • 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
    • Address any and all performance and disciplinary issues
    • Provides proactive and reactive development opportunities that contribute to self, team and corporate goals
    • Hiring and onboarding new team members
  • Internal Interactions - Partners with and at times directs and guides peers and internal partners to ensure people, processes and tools are in place to best support the clients and the client services teams, including but not limited to:  Technical Services, Finance, Tax, Sales, Support, Distribution and Implementation.

 

REQUIREMENTS

PREFERRED

 

  • College Degree
  • 3+ years in a client focused role
  • 3+ years Management Experience
  • Experience using reporting and metrics as a key part of the job
  • Operations, Process Improvement or Project Management Experience
  • Experience leading large initiatives and the ability to develop strategies, a plan of action and execute on that plan.
  • Outstanding communication skills.
  • Outstanding organizational skills.
  • Demonstrates a high degree of personal responsibility.

 

  • 5+ yrs of Management Experience
  • Payroll experience
  • HRIS experience
  • Experience leading training initiatives