Manager Client Services

Job Type
Full-time
Description
When you feel like you belong, work is no longer work - it's personal. At Paylocity, we believe better employees lead to better companies. Workplaces and cultures that care will build the future, and at Paylocity, we're doing just that. Join us as we develop strategies for change and transform the trajectory of your career!
Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.
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.
Position Overview
Location: The Phoenix Metro Area / Remote with potential to be Hybrid in the future
Reports To: Director, Client Services
Paylocity is a leading provider of cloud-based human capital management (HCM) software and services, dedicated to helping organizations streamline their HR and payroll processes. We take pride in delivering exceptional service and solutions to our valued clients.
The Client Services Manager is a key player in our Client Services Division at Paylocity and a huge contributor to our success as a service organization! We are seeking a Client Services Manager, located in The Phoenix Metro Area, to join our team and lead a fully remote group of leaders and contributors within the Client Services Department.
As a Client Services Manager, you play a pivotal role in ensuring client satisfaction and retention. You will development strategies to effectively address issues, proactively service highly complex clients and prepare and lead a team comprising of leaders and various levels of 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 Service 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.
Responsibilities

• Develop strategies and initiatives to enhance and maintain client satisfaction and retention.
• Lead and manage a remote team of Account Managers providing coaching and guidance on client interactions, issue resolution, and the application of soft skills to minimize client risk.
• 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/account manager 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.

Required

• High School Diploma or equivalent
• 2+ HCM/Direct Payroll Industry Experience
• 3+ years of management experience
• 3+ years of demonstrated leadership experience within a client-focused organization
• Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs)

Preferred

• Bachelor's degree in a relevant field
• Excellent knowledge of MS Office, including MS Excel
• Experience working with payroll, HCM, or HRIS software
• 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 required by applicable law. At Paylocity, we believe diversity makes us better.
We embrace and encourage our employees' differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.
We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact [email protected].
This role can be performed from any office in the US. The pay range for this position is $74,409 - $115,206/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.