Client Services Manager - iSolved

Payroll Processors; Illinois; On-site; USD 85,000 - 95,000; Full time

Job summary

Payroll Processors seeks an experienced Manager, Client Services to lead the Account Management team in Illinois. This hands-on role blends people leadership, payroll expertise and iSolved knowledge to own processes and escalate issues effectively.

You will coach Account Managers, handle client escalations, participate in payroll processing and collaborate with Implementation and Sales to ensure smooth handoffs and high client satisfaction.

Qualifications

• Experience leading an Account Management team in a payroll environment.
• Strong knowledge of iSolved HCM and payroll configurations.
• Proven ability to coach staff and manage client escalations.

Responsibilities

• Lead, coach and develop Account Managers through coaching and accountability.
• Handle complex client escalations and drive resolution with the team.
• Provide hands-on coverage for client emails/calls and payroll processing.
• Collaborate with Implementation, Tax, Operations and Sales teams.
• Partner with Implementation to ensure smooth handoffs from sale to go-live.

Skills

Payroll processing

People leadership

Client escalation

Coaching

iSolved HCM

Problem solving

Communication

Education

CPP certification

Tools

iSolved HCM

Job description

Payroll Processors is seeking an experienced Manager, Client Services to lead the Account Management team. This is a hands-on working manager role combining people leadership, payroll expertise, client escalation leadership, iSolved technical knowledge and process ownership.

Our culture is built around ownership and follow-through: problems are solved where they arise rather than simply passed up or down the organization. The right candidate will coach and develop Account Managers while also stepping directly into client work when needed, resolving issues, processing payroll and supporting advanced iSolved configurations.

Key Responsibilities

• Lead, coach and develop Account Managers through individual coaching, clear accountability and performance management-expanding team capabilities and creating consistency across the department.
• Identify recurring service issues, improve workflows and address root causes so the team is not repeatedly solving the same problems.
• Lead complex client escalations while coaching Account Managers through the resolution process so they are better equipped to handle similar issues independently in the future.
• Provide hands-on Account Manager coverage when needed, including client emails and calls, issue resolution and payroll processing.
• Serve as a senior internal resource for iSolved HCM, payroll processing and complex configuration questions.
• Support advanced iSolved builds and train Account Managers on timekeeping and other add-on configurations.
• Partner with Implementation to ensure smooth client handoffs from sale through implementation, go-live and ongoing service.
• Work cross-functionally with Implementation, Payroll Tax, Payroll Operations, Sales and company leadership.

Required Experience & Skills

• Strong payroll industry experience, ideally within a payroll service bureau or HCM environment.
• CPP certification.
• Fluent, hands-on experience with iSolved HCM.
• Prior payroll implementation and client onboarding experience.
• Strong hands-on payroll processing knowledge.
• Prior experience in an Account Manager or other client-facing payroll role.
• Strong client escalation, coaching, problem-solving, organizational and process-management skills.
• Comfortable operating as a working manager who can both develop the team and step directly into the work.

Preferred / Strong Plus

• Prior management or team leadership experience within Implementation, Account Management or Client Services.
• Experience with Monday.com, including boards, workflows and automations.
• Deep iSolved configuration experience beyond end-user knowledge.
• Experience building iSolved Time / timekeeping configurations and teaching others to perform builds.
• Strong understanding of the full client lifecycle and experience moving appropriate work from Implementation into Account Management.
• Technical depth to personally handle advanced builds and troubleshoot complex payroll or system issues.

Schedule & Compensation

• Must be available during standard Payroll Processors business hours, with additional availability during peak payroll and year-end periods.
• Base salary: $85,000-$95,000, based on experience.
• Performance-based bonus opportunity; target total compensation may exceed $100,000.