Relationship Manager

Paychex; Allentown (Lehigh County); On-site; USD 65,000 - 90,000; Full time

Job summary

Paychex is seeking an Account Manager to develop and maintain positive relationships with top-tier clients, collaborating with internal Paychex operational departments and vendor partners to deliver services and drive revenue growth.

You will conduct client visits, respond to inquiries, present solutions, and serve as the liaison across payroll, benefits, and advisory offerings to ensure client satisfaction and strategic success.

Qualifications

• Bachelor’s degree preferred.
• 2 years of experience in Account Management.
• 5 years in Account management, sales, or customer service with mid-market clients.
• 1 year in Leadership role.

Responsibilities

• Builds strong client relationships and aims to retain and grow client utilization.
• Provides high level customer service, anticipates client needs and suggests product enhancements.
• Responds to client communications to resolve issues, including payroll and services.
• Acquires understanding of clients' business objectives and strategic plans.
• Conducts client visits to strengthen relationships and address concerns.
• Acts as liaison across internal departments to ensure client satisfaction and profitability.

Skills

Client relationship management

Account management

Communication

Leadership

Presentations

Revenue growth

Mid-market focus

Education

Bachelor's degree

Job description

Paychex is reimagining how businesses manage their workforce by bringing payroll, HR, benefits, and advisory services together into a single connected HCM platform. As Paychex and Paycor come together, we're combining innovative technology, data-driven insights, AI, and human expertise to help organizations work smarter, support their people, and achieve better business outcomes. This is an exciting time to join our team as we continue to invest in innovation, simplify client experiences, and shape the future of work. At Paychex, you'll have the opportunity to grow your career, make a meaningful impact, and be part of something bigger as One Paychex.

Overview

Develops and maintains positive relationships for our top tier clients through effective collaboration with internal Paychex Operational departments and any vendors that supply our clients with services. Acts as the key advocate and fosters efficiencies and revenue growth within the client relationship. Advocates for the client deliverables and drives the business results and Paychex strategy for their clients. Facilitates the management and strategic service of their assigned accounts.

Responsibilities

• Builds strong client relationships. Must be adaptable, strong time management and prioritization skills to provide customized quality service in an effort to retain and grow clients' utilization of Paychex services.
• Provides high level customer service support to top tier clients to streamline client contact points, providing professional and personalized customer service. Anticipates clients' needs and recommends new products, service enhancements and efficiencies to clients.
• Responds to client communication (phone, emails) in a timely, professional manner to resolve escalated issues, including payroll and ancillary product matters, “how-to” product inquiries, training needs and system issues.
• Responsible for client retention and building relationships through presentations and communications with key client personnel. Acquires a thorough understanding of clients' businesses, objectives, and strategic business plans.
• Conducts client visits for current clients, both for clients experiencing difficulties or upon client request, to maintain and/or strengthen client relationships.
• Serves as coordination and communication channel lead for internal Paychex departments. Acts as liaison to resolve client issues regarding payroll and ancillary products to ensure client satisfaction and profitability requirements.
• Identifies and analyzes major trends or issues and assumes responsibility for resolution or escalation to management to ensure ongoing client satisfaction and revenue retention.
• Analyzes data to identify present and future performance gaps and trends; translates gaps and organizational needs into an action plan. Identifies needs that can be met through Paychex offerings and those that require alternative approaches or process improvements.
• Plans, coordinates and implements client activities and strategic programs for Paychex. Partners with sales, training departments, internal departments and operations to ensure client satisfaction and education on our products.
• Provides clients and management team with regular reporting, communication and status updates to ensure client satisfaction. Positions the appropriate management and executive Paychex staff with key stakeholders at the assigned clients business
• Maintains knowledge of industries, relevant systems and Paychex product offerings, as well as changes in federal, state, and local wage tax law and policies to ensure Paychex products meet the needs of the client.

Qualifications

• Bachelor's Degree - Preferred
• 2 years of experience in Account Management.
• 5 years of experience in Account management, Sales, or high-level customer service, with mid-market clients.
• 1 year of experience in Leadership Role (Formal or Informal).
• Communication - Preferred
• Management - Preferred
• Customer Service - Preferred
• Relationship Management - Preferred
• Presentations - Preferred
• Business Strategies - Preferred
• Account Management - Preferred
• Customer Advocacy - Preferred
• Process Improvement - Preferred
• Customer Relationship Management - Preferred
• Revenue Growth - Preferred
• Business Results - Preferred
• Paychex - Preferred