Manager Client Services

Who you are

• Bachelor’s degree required
• 2+ years of previous leadership experience in a customer service/customer relationship role
• Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs)
• Experience with leading other leaders preferred
• Previous experience in HCM/Direct Payroll Industry
• Experience working with payroll, HCM, or HRIS software
• Excellent knowledge of MS Office, including MS Excel
• Strong interpersonal skills
• Physical requirements
• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously

What the job involves

• Client Services Manager Ops play a pivotal role in ensuring client satisfaction and retention
• They develop strategies to effectively address issues, proactively service highly complex clients and lead a team comprising of leaders and various levels of Account Managers
• Success in this role is driven by 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
• Client Service Manager Ops works 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
• Develop strategies and initiatives to enhance and maintain client satisfaction and retention
• Lead and manage a 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

Benefits

• Paid Parental Leave
• Adoption Assistance
• Miltstork program for moms who travel on business to ship breastmilk and get fully reimbursed
• Health and wellness programs ranging from Lyra to Garner to Hinge Health
• Health insurance
• Discounted Employee Stock Purchasing program
• Tuition Reimbursement
• SoFi program to consolidate and refinance federal and private student loans
• Volunteer In Action program for paid time off to volunteer
• Onsite workout facilities
• Healthy snack options like fresh fruit, hummus, and trail mixes onsite only
• Sparkling and flat flavored water, gourmet coffee drinks, hot chocolate onsite only