Account Manager II

Position Overview

The Account Manager II is pivotal in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. The Account Manager II delivers outstanding customer service by effectively utilizing available resources and prioritizing issues. The role involves meeting performance metrics through 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 II assumes full responsibility for maintaining and enhancing client relationships.

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.
• System Capabilities – Ability to navigate systems and maintain advanced knowledge in Paylocity Products and Partners.
• Team Player – The ability to work cross-functionally, contribute to collective goals, and share insights. Fosters a cohesive and productive work environment.

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.
• Knowledge & Resourcefulness – Ability to effectively utilize internal resources and resolve issues to ensure minimal escalations and maintain a positive customer experience.
• Optimizing Products – Being the product expert while being current on product releases and mandatory training.

Education and Experience

• Required:
• Bachelor’s degree and a minimum of 1 year of experience in technical support, call center operations, or other high-volume customer-facing roles
• Experience in customer service or previous client interfacing role
• Strong computer skills, including Microsoft Office with proficiency in Excel
• Strong written communication skills for business correspondence.
• Strong team player with attention to detail
• Essential Skills: Analytical thinking, problem solving, time management, communication and decision-making
• PREFERRED:
• Experience in team leadership or support roles – including coaching, training, peer mentorship, or acting as a subject matter expert (SME)
• Experience in payroll and/or call center environment
• CPP, FPC, APA, and/or SHRM-CP certified
• Self-starter with the ability to handle multiple projects at once

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.

Benefits

We offer a full range of benefits, including medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. If career development is desired, we provide that, too!

About Paylocity

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. 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.