Managed Services Leader | Client Success Ops

Airbase; Schaumburg (IL); On-site; USD 75,000 - 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 is seeking a Manager, Managed Services (Client Services Ops) to lead a team of Account Managers, drive client satisfaction, and ensure retention. You will shape service delivery, coach leaders, and collaborate with cross-functional partners to address complex client needs.

This is an on-site role in Schaumburg, IL, with travel up to 25% and a focus on customer excellence. The position requires a Bachelor’s degree and leadership experience in customer service, plus KPIs, payroll/HCM

Qualifications

• Bachelor’s degree required.
• 2+ years of leadership experience in a customer service role.
• Experience with reporting and metrics (KPIs).
• Experience leading other leaders preferred.
• Experience with payroll, HCM, or HRIS software.
• Excellent knowledge of MS Office, including MS Excel.
• Strong interpersonal skills.

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

Customer service

Interpersonal skills

Coaching

Problem solving

Education

Bachelor’s degree

Tools

MS Excel

Job description

Paylocity is seeking a Manager, Managed Services (Client Services Ops) to lead a team of Account Managers, drive client satisfaction, and ensure retention. You will shape service delivery, coach leaders, and collaborate with cross-functional partners to address complex client needs.

This is an on-site role in Schaumburg, IL, with travel up to 25% and a focus on customer excellence. The position requires a Bachelor’s degree and leadership experience in customer service, plus KPIs, payroll/HCM