Growth Client Services Manager – Onsite

AptaChem Consulting LLC; City of Rochester (NY); On-site; USD 79,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Job summary

Paylocity in Rochester, NY seeks a Client Services Manager Ops to lead a team of Account Managers, focus on highly complex clients, and ensure high satisfaction and retention. You will coach leaders, resolve escalations, and partner with cross-functional teams to optimize processes and tools.

You will drive staff development, manage hiring, and balance workload while maintaining a positive, values-driven culture.

Qualifications

• 2+ years of leadership in a customer service/relationship role.
• Experience using reporting and metrics (Monthly/Quarterly KPIs).
• Experience 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.
• Ability to sit for extended periods.

Responsibilities

• 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.
• This job requires up to 25% travel for internal and/or client-facing meetings.

Skills

Leadership

Coaching

Client service

Team management

Cross-functional collaboration

Problem solving

Communication

Tools

MS Office

MS Excel

Job description

Paylocity in Rochester, NY seeks a Client Services Manager Ops to lead a team of Account Managers, focus on highly complex clients, and ensure high satisfaction and retention. You will coach leaders, resolve escalations, and partner with cross-functional teams to optimize processes and tools.

You will drive staff development, manage hiring, and balance workload while maintaining a positive, values-driven culture.