Client Experience Director

The Client Experience Director is a key member of the outsourcing human capital management systems (HCMS) team, providing leadership and oversight to lead the growth strategy and client experience through first point of contact through implementation of full HMCS product suite.

Essential Job Functions

• Team Leadership: Oversee the implementation team, establish and hold accountability to deliver on best practice process that ensure a high-quality standard of client service on all system implementations is met. Identify and provide training and guidance to all members of the team. Assist in hiring, coaching, performance, and onboarding of family members. Create a unified team vision for client service and use data/metrics to support decision making and to create a team dashboard to gauge success. Provide support surrounding change management to help the team successfully adapt to the changing payroll environment. Support family members Inspired Careers through providing training opportunities, career path clarity and connection to behavioral competencies.
• Process Management: Work with the team to establish best practice workflows, work schedules, policies, and procedures to ensure client experiences are consistent and of high quality. Develop and implement business processes to assure accuracy and efficiency.
• Client Service: Over all accountability for on-time, on budget and the change order process to meet client expectations of implementation. Manage client relationships and serve as the second escalation point as needed. Assist with implementation related invoices to ensure a smooth and accurate transition for clients. Partner with the payroll processing and employment tax teams to ensure a smooth handoff of client care and service. Responsible for all final proposals and fee quotes.
• Growth: Work with the Client Engagement Specialist to create a cadence of client facing experiences, that add value and support additional seamless growth in utilization of the full offering. Oversight of understanding client satisfaction and adoption of the implementation process and ongoing support of additional features. Market the value of HCMS internal to enhance growth through seamless service and externally to bring in new clients.
• Tax Management: Be a collaborative partner with the employment tax team to help ensure that appropriate guidance and process is in place to provide guidance to the team.
• Team Communication: Establish a regular cadence to successfully keep the team engaged and informed of expectations, best practices, policies, and regulation changes, while ensuring a two-way flow of information sharing.
• Risk management: Understand firm policies and controls around cash access and independence and implement procedures to protect the firm and our clients. Identify sensitive issues and consult with firmwide service specialists in employee benefits, HR, national and state and local tax as needed.

Requirements

• A minimum of ten years related experience, including supervisory responsibilities.

• Bachelor's degree in business, accounting, human resources, or related field required.

• CPP, PHR, SPHR, SHRM-CP, or SHRM-SCP upon hire or ability to obtain within 180 days of hire

Compensation strategy statement:

Our approach to compensation emphasizes collaboration and career growth. We pay competitive wages and view compensation as an investment in our people. Factors such as geography, experience, education, skills, and knowledge may impact position of pay within the range. These same factors may cause starting pay to be below or above the posted range. For Colorado, the range for this position is $75,000 - 90,000.

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CLA exists to create opportunities for our people, our clients, and our communities. We are a proud equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, disability status, protected veteran status, national origin, or any other characteristic protected by law.

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