Client Services Operations Manager - Leadership & Retention

Praxis, Inc.; Schaumburg (IL); Vor Ort; USD 75.000 - 120.000; Vollzeit

Benefits dieser Stelle

Medical, dental, vision

401(k) match

Disability & life insurance

Career development opportunities

Zusammenfassung

Paylocity is seeking a Manager, Managed Services to lead a team of Account Managers and ensure top-tier client satisfaction at our Schaumburg, IL office. This role requires strategic leadership, a strong focus on KPIs, and hands-on coaching to drive successful client outcomes.

You will manage escalated client issues, collaborate with Finance, Tax, Sales, Support and Implementation teams, and balance workload while traveling up to 25% for client meetings.

Qualifikationen

• Bachelor’s degree is required and college-level coursework in business or related field is preferred.
• 2+ years of leadership experience in a customer service/customer relationship role is required.
• Experience using reporting and metrics (Monthly/Quarterly KPIs) is required.
• Experience with leading other leaders is preferred.
• Experience in HCM/Direct Payroll Industry is preferred.
• Experience working with payroll, HCM, or HRIS software is required.
• Excellent knowledge of MS Office, including MS Excel is required.
• Strong interpersonal skills are required.

Aufgaben

• 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 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 a positive work environment encouraging open communication, learning, coaching and recognition.
• Monitor team workload, ensuring appropriate balance of volume, priority, and client/account manager alignment.
• Manage hiring and onboarding of new team members with emphasis on strong client relationships from day one.
• Generate creative solutions to increase employee engagement and retention.
• Collaborate with cross-functional partners to support clients and the client services team (Technical Services, Finance, Tax, Sales, Support, Distribution, Implementation).
• Travel up to 25% for internal and client-facing meetings.

Kenntnisse

Leadership experience

KPIs / reporting

HCM / payroll industry

HRIS software

MS Excel

Interpersonal skills

Ausbildung

Bachelor’s degree

Tools

MS Office

Jobbeschreibung

Paylocity is seeking a Manager, Managed Services to lead a team of Account Managers and ensure top-tier client satisfaction at our Schaumburg, IL office. This role requires strategic leadership, a strong focus on KPIs, and hands-on coaching to drive successful client outcomes.

You will manage escalated client issues, collaborate with Finance, Tax, Sales, Support and Implementation teams, and balance workload while traveling up to 25% for client meetings.