7 years of experience in customer service and account management
Experience managing remote staff
3 years of supervisory experience
Responsibilities
Manage a team to build strong external relationships and provide quality service to high-profile clients
Define and implement business strategies to enhance client retention and revenue generation
Oversee service delivery teams to ensure client satisfaction and monitor performance metrics
Collaborate with Service and Sales teams for seamless client transitions and issue resolution
Engage directly with key clients to meet service expectations and adapt to competitive pressures
Recruit, hire, and develop staff to achieve departmental goals
Review and recommend workflow changes to enhance service quality
Benefits
Comprehensive medical coverage and wellness programs
Flexible paid time off and work-life balance initiatives
Award-winning training and development opportunities
Inclusive company culture that values diverse perspectives
Paid time off for volunteerism and community initiatives
Full Job Description
Overview
Manage and direct all activities, including workflow and financial management, of the team. Defines and implements business strategies and initiatives designed to deliver and ensure superior customer service to external clients and businesses. Responsible for managing and exceeding key business metrics including client retention, operating margin, and revenue growth.
Responsibilities
Manages a team responsible for building strong external relationships and providing quality service, acting as primary point of contact and key advocate for high profile and revenue generating clients and other external partners with complex payroll and ancillary products needs in an effort to retain and grow client base.
Participates in defining new and modified business strategies to improve the relationship and retention of clients, the generation of incremental revenue, and improved processes to reduce expense.
Ensures external relationship satisfaction is met through the oversight of key service delivery teams and monitoring key management reports. Including execution of proactive campaigns and analysis of results to ensure successful completion.
Partners with Service and Sales teams to ensure external relationships are transitioned in a positive and efficient manner. Ensures they have a seamless experience. Addresses issues as necessary to retain high profile external relationships.
Interacts directly with 'key' external clients and other businesses to ensure service delivery expectations are being met, assesses the competitive landscape, and adapt service delivery to maximize relationship and retention.
Recruits, selects, hires and evaluates performance of personnel to ensure all department goals are achieved. Responsible for staff development including defining advancement / career development opportunities, training programs and other resources as required for professional advancement.
Reviews, recommends and implements changes to the workflow of the group to ensure quality service and sound external relations are met.
Partners with business units to continually evaluate process inefficiencies, identify opportunities for improvement, and implement strategies to enhance the experience of external clients and other businesses.
Maintains strong working relationships with critical internal business partners in order to remove obstacles conflicting with client service and financial goals.
Prepares the capital and operating budgets for the cost center(s) and analyzes interdepartmental reports as they relate to the cost center(s). Achieves cost center projections through labor expense and administrative expense controls.
Creates and executes a business plan to achieve goals of external relationship satisfaction, employee satisfaction, and owner value.
Qualifications
Associate's Degree - Preferred
7 years of experience in Customer service, account management.
Previous experience in management of remote staff.
3 years of experience in Supervisory experience.
Compensation
In the spirit of pay transparency, we are excited to share that the compensation range for this position is typically between $95,518.18k - $150,100k.yearly. This range includes base pay plus bonus but does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.
Live the Paychex Values
Act with uncompromising integrity.
Provide outstanding service and build trusted relationships.
Drive innovation in our products and services and continually improve our processes.
Work in partnership and support each other.
Be personally accountable and deliver on commitments.
Treat each other with respect and dignity.
What's in it for you?
We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.
Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.
Not sure if you meet every requirement?
At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
About Paychex
Paychex, Inc. is a leading provider of integrated human capital management solutions for payroll, benefits, human resources, and insurance services. By combining its innovative software-as-a-service technology and mobility platform with dedicated, personal service, Paychex empowers small- and medium-sized business owners to focus on the growth and management of their business. Paychex is headquartered in Rochester, New York and has more than 100 locations across the United States and Europe.
