Summary
The Tax Account Manager is responsible for customer engagement in regard to the Tax operation and services, allowing customer teams and Tax Operations to focus on service delivery commitments. They will have an understanding of the OSV tax business and the customers’ tax business in order to optimize the delivery of the tax services. They will take a strategic and proactive approach with customer plans, and closely interact with the Payroll and Garnishment customer contacts to deliver a holistic operational view. They will be empowered and have the authority to drive health plans and escalations across the customer and tax operations teams.
Responsibilities
- Enhance and maintain customer relationships via regular engagement, leading customer analytic review, ROI attainment and roadmap planning.
- Serve as an operations customer advocate and liaison throughout the OSV organization as needed for customer changes (bank, company, ADM).
- Form relationships with the SDM, CSM and Account Executive teams in building an understanding of customer requirements and business drivers.
- Serve as the tax primary point of contact for customer resources and ensure effective communication and hand offs occur within service delivery support teams.
- In coordination with payroll and garnishments, prepare recurring operations reports for customers and narrate strategic value/ROI of OSV services in addition to basic service delivery metrics, KPIs, and SLAs. Solicit customer feedback and obtain strategic vs tactical objectives.
- Communicate change to services, technology platforms, and products to assigned customers.
- Partner with Customer Teams, Product, and R&D to bring forth people, process and technology enhancement ideas and assist with associated deployment.
- Support customer renewal and reference programs.
- Responsible for managing customer tax account escalations and resolving complex customer problems
- Acts as the tax account subject matter expert for assigned customers and Demonstrate knowledge of OSV services and processes to advise customers on tax best practices
- Perform ongoing gap analyses and identifies solutions to ensure OSV delivers quality services
- Proactively lead roadmap planning to ensure year-end and quarter-end processing is managed effectively
Competencies
- Analytical and Problem Solving skills
- Exhibiting professionalism and diplomacy
- Strong interpersonal, communication and presentation skills
- Excellent project management, documentation and communication skills
- Must be customer service oriented
- Extensive experience in managing Customer relationships with confidence and presence to deal with customers and executives (both internal and customer facing)
- Highly analytical in problem solving with the ability to partner across OSV to achieve customer satisfaction via innovation, customer centric process and consistent service delivery quality
- A high level of oral and written communication skills in order to communicate effectively with leadership, colleagues and other stakeholders
- Ability to use Workday and OSV Service knowledge to provide best practice recommendations to customers.
- To maintain a sound knowledge and understanding of current methodologies, technologies, services and tools.
Qualifications
Education/Certification Requirement
Bachelor's degree
Required
- 4+ years of experience in Maintenance and/or Managed Services as well as customer relationship management role
- Functional knowledge of human resources outsourcing with emphasis on tax
- Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)
Preferred
- Experience with internal OSV BPaaS processes and procedures
- Extensive Workday exposure in services bureau or customer
- Functional knowledge of human resources outsourcing with emphasis on payroll and garnishments
- Prior HR services portfolio management, Customer Engagement
- Management, or Account Executive role in HR Services Industry, preferred
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