Manager Client Services- Enterprise

Menlo Ventures; Schaumburg (IL); On-site; USD 75,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability insurance

401(k) match

Job summary

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering a comprehensive platform for the modern workforce. We emphasize client success, ongoing learning, and a strong, collaborative culture in which leadership and teamwork drive results.

This is an in-office role based at our Schaumburg, IL location. The position requires on-site work five days a week with up to 25% travel.

Qualifications

• Bachelor’s degree required.
• 2+ years of leadership experience in customer service or relationships.
• Experience with reporting and monthly/quarterly KPIs.
• Experience in HCM/Payroll industry preferred.
• MS Office proficiency, especially Excel.

Responsibilities

• Develop strategies to enhance client satisfaction and retention.
• Lead and coach a team of Account Managers.
• Facilitate continuous learning opportunities for staff.
• Collaborate with cross-functional partners to support clients.
• Travel up to 25% as needed.

Skills

Leadership

Customer service

Interpersonal skills

MS Excel

MS Office

Education

Bachelor’s degree

Tools

Payroll software

HRIS software

Job description

Job Type

Full-time

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. While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

In-Office

This is a 100% in-office role based at our Schaumburg, IL 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

Client Services Manager Ops play a pivotal role in ensuring client satisfaction and retention. They develop strategies to effectively address issues, proactively service highly complex clients and lead a team comprising of leaders and various levels of Account Managers. Success in this role is driven by proficiency with technology, ability to quickly learn our HCM platform and products, and a deep commitment to providing outstanding customer service. This role requires a unique balance of leadership, technical expertise, process management, and soft skills to be effective. Client Service Manager Ops works with a peer team of Managers to appropriately prioritize client interactions and efforts on behalf of the client. This includes engaging directly with clients by directly addressing escalated calls and working to negotiate with the client and our internal partners for the betterment of the business.

Responsibilities

To perform the essential functions.

• 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.

Education

• Bachelor’s degree required
• 2+ years of previous leadership experience in a customer service/customer relationship role
• Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs)
• Experience with 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

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.

The base pay range for this position is $74,600 - $120,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to 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. Applicants should apply via www.paylocity.com/careers.

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