Account Manager

As the Account Manager, I play a pivotal role in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. By effectively utilizing available resources and prioritizing issues, the Account Manager I deliver outstanding customer service. The role involves meeting performance metrics through a combination of inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Account Manager assumes full responsibility for maintaining and enhancing client relationships.

Location: Meridian, ID

Compensation: Starting at $23/hour

Reports To: Client Services Team Lead

Schedule: Monday - Friday, In Office, 9:00am - 6:00pm (MT)

Responsibilities

• Issue Resolution – Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
• Client Focus - Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
• Timely Solution Delivery - Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics. Metrics include availability, outbound adherence, first call & case resolution, minimal escalations, and high client retention & satisfaction.
• Leverage Resources - Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed.
• Continued Learning – Dedicated to personal and professional growth, stay current by completing educational courses and assigned training within designated timeframes.

Expectations

• Dependability/Follow-Up: Proficiently multitask, respond promptly, and ensure timely follow-up.
• Problem Solve: Skillfully troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information.
• Communication: Exhibit professional written and verbal communication consistently with internal and external stakeholders.
• Guidance – Provide clients with guidance on HR and Payroll best practices, software change management, and alignment with Paylocity products.

Education and Experience

Required

• Bachelor’s degree in Business, Marketing, Communications, Organizational Leadership, International Business, Hospitality, Finance or Accounting, OR High School Diploma with a minimum of 2 years of relevant HCM experience
• Proficiency in Microsoft Office suite
• Strong written communication skills for business correspondence.
• Strong team player with attention to detail
• Self-starter with the ability to handle multiple projects at once.
• Essential skills: Analytical thinking, problem-solving, time management, communication, and decision-making.

Preferred

• CPP, FPC, APA, and/or SHRM-CP certified
• Experience in customer service or previous client interfacing role
• Experience in payroll and/or call center environment

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. 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.