Account Manager II

Paylocity; Meridian (ID); On-site; USD 30,000 - 42,000; Full time

Job summary

Paylocity, headquartered in Meridian, Idaho, is seeking an Account Manager II for a 100% in-office role. You will resolve payroll/HR system issues, maintain client relationships, and meet performance metrics through calls, Zoom, and email within a dedicated client support team.

The role emphasizes problem-solving, communication, and product expertise, with detailed daily responsibilities and a strong focus on client satisfaction.

Qualifications

• Bachelor’s degree and a minimum of 1 year of experience in technical support, call center operations, or other high-volume customer-facing roles.
• Experience in customer service or a previous client interfacing role.
• Strong computer skills, including Microsoft Office with proficiency in Excel.
• Strong written communication skills for business correspondence.

Responsibilities

• Issue Resolution – Maintain consistent availability, manage workloads for optimal accessibility, troubleshoot and resolve client issues, and escalate when necessary.
• Client Focus - Champion clients' interests, delivering clear and effective resolutions, collaborate with internal experts for optimal solutions.
• Timely Solution Delivery - Prioritize successful and punctual solution delivery per client requirements and service metrics.
• Leverage Resources - Use internal resources to source and validate answers, document issues, and adhere to payroll policies.
• System Capabilities – Navigate systems and maintain advanced knowledge of Paylocity Products and Partners.
• Team Player – Work cross-functionally and share insights to support team goals.

Skills

Analytical thinking

Problem solving

Time management

Communication

Written communication

Team player

Excel

Education

Bachelor's degree

Certifications: CPP/FPC/APA/SHRM-CP

Tools

Microsoft Office

Excel

Job description

Description

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

Job Type

Full-time

In-Office:

This is a 100% in-office role based at our Meridian, ID location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Position Overview

The Account Manager II is pivotal in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. The Account Manager II delivers outstanding customer service by effectively utilizing available resources and prioritizing issues. The role involves meeting performance metrics through inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Account Manager II assumes full responsibility for maintaining and enhancing client relationships.

Responsibilities

• Issue Resolution – Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and elevate when necessary.
• Client Focus - Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
• Timely Solution Delivery - Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics. Metrics include availability, outbound adherence, first call & case resolution, minimal escalations, and high client retention & satisfaction.
• Leverage Resources - Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed.
• System Capabilities – Ability to navigate systems and maintain advanced knowledge in Paylocity Products and Partners.
• Team Player – The ability to work cross-functionally, contribute to collective goals, and share insights. Fosters a cohesive and productive work environment.

Expectations

• Dependability/Follow-Up: Proficiently multitask, respond promptly, and ensure timely follow-up.
• Problem Solve: Skillfully troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information.
• Communication: Exhibit professional written and verbal communication consistently with internal and external stakeholders.
• Knowledge & Resourcefulness – Ability to effectively utilize internal resources and resolve issues to ensure minimal escalations and maintain a positive customer experience.
• Optimizing Products – Being the product expert while being current on product releases and mandatory training.

Education and Experience

• Bachelor’s degree and a minimum of 1 year of experience in technical support, call center operations, or other high-volume customer-facing roles
• Experience in customer service or previous client interfacing role
• Strong computer skills, including Microsoft Office with proficiency in Excel
• Strong written communication skills for business correspondence.
• Strong team player with attention to detail
• Essential Skills: Analytical thinking, problem solving, time management, communication and decision-making

Preferred

• Experience in team leadership or support roles – including coaching, training, peer mentorship, or acting as a subject matter expert (SME)
• Experience in payroll and/or call center environment
• CPP, FPC, APA, and/or SHRM-CP certified
• Self-starter with the ability to handle multiple projects at once

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.

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 [e-mail]. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

The base pay for this position is $26/hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers 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.