Account Manager II

About the role

The Account Manager II plays a crucial role in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise.

Responsibilities

• Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
• Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
• 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 to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed.
• 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.

Requirements

• 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.

Qualifications

• 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.

Skills

• Ability to navigate systems and maintain advanced knowledge in Paylocity Products and Partners.

Benefits

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. 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. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

Pay

The base pay range for this position is $25 - $29 /hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience.

Schedule

This is a 100% in-office role based at our Schaumburg, IL location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.