Senior Client Success & Retention Lead

Paychex; City of Rochester (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical coverage

401(k) + employer match

Tuition reimbursement

Paid time off

Job summary

Paychex is seeking a Client Retention Specialist to proactively contact high-risk and high-revenue clients across Paychex product lines. The role focuses on resolving issues, improving satisfaction, and reducing loss rate through targeted interventions.

The ideal candidate has experience in customer service, retention, and a strong aptitude for analyzing client needs and coordinating with multiple business units to ensure a positive outcome.

Qualifications

• H.S. Diploma - Required.
• Associate's Degree - Preferred.
• 2 years of experience in customer service center/ telemarketing.
• 2 years of experience in General business experience, benefits and/or payroll a plus.
• 1 year of experience in Successful performance as a Client Retention Specialist.

Responsibilities

• Identify and proactively contact high risk/high revenue clients across multiple product lines and resolve outstanding issues to improve client experience and reduce loss rate.
• Respond to second level field requests to contact at-risk clients using HS0001 form and coordinate with the appropriate business unit.
• Conduct in-depth needs analysis during client interactions and stay updated on Paychex products to tailor recommendations.
• Respond to Voice of the Customer surveys to address needs and promote closed-loop resolutions.
• Participate in large market retention campaigns across product lines and provide feedback to address root causes.
• May accompany sales reps on save attempts to support retention efforts.

Skills

Customer service

Client retention

Communication skills

Problem solving

Education

High School Diploma

Associate's Degree

Tools

CRM software

Job description

Paychex is seeking a Client Retention Specialist to proactively contact high-risk and high-revenue clients across Paychex product lines. The role focuses on resolving issues, improving satisfaction, and reducing loss rate through targeted interventions.

The ideal candidate has experience in customer service, retention, and a strong aptitude for analyzing client needs and coordinating with multiple business units to ensure a positive outcome.