Client Services Manager

About the role

Dominion Payroll is hiring a Client Services Manager to join one of the fastest-growing, independent payroll companies in the country. We pride ourselves on being a successful alternative to large, publicly owned payroll companies, building a workplace where great people can do their best work, and thoughtfully integrating AI to enhance relationships, expertise, and client solutions. As a leader at Dominion Payroll, you’ll work alongside motivated colleagues and proven leaders who believe in developing people. We bring unique solutions to the marketplace, delight our customers daily, and are deeply engaged in our communities, proudly supporting local non-profits.

Why join Dominion Payroll

• Rock-solid industry leader for HCM and payroll and original partner in the iSolved Network
• An Inc. 5000 honoree for 12 consecutive years as one of the fastest-growing companies in the country
• Renowned for 99% customer retention and an industry-leading Net Promoter Score
• Proprietary, web-based technology that provides a competitive advantage
• Locally owned and operated
• Outstanding opportunities for leadership growth and career advancement

Responsibilities

• Lead, mentor, and develop a team of Client Service Representatives to deliver exceptional client support and consistently meet service level expectations.
• Conduct one-on-one meetings, performance reviews, coaching sessions, and career development planning while fostering a culture of accountability and growth.
• Balance daily team workloads, monitor ticket queues and call volume, and partner with the Director of Client Services to improve processes and ensure service goals are achieved.
• Serve as the escalation point for complex client issues, providing technical guidance and coaching to your team.
• Build strong partnerships across departments to deliver seamless client experiences and operational excellence.
• Collaborate with our Learning & Development team to support onboarding, ongoing training, and continuous professional development.
• Analyze team performance metrics, prepare reports, conduct quality assurance reviews, and identify opportunities to improve efficiency and customer satisfaction.
• Champion continuous improvement by documenting client feedback, recommending operational enhancements, and helping shape department procedures and best practices.
• Foster strong working relationships with our SOLVO team while supporting their development and engagement.

Requirements

• Two or more years of experience leading customer service, implementation, training, or client support teams, preferably in payroll, HCM, or a call center environment.
• Strong knowledge of payroll, HRIS, Time & Attendance, and payroll compliance principles.
• Exceptional leadership, coaching, and relationship-building skills with the ability to motivate both in-person and remote teams.
• Outstanding communication, organizational, analytical, and problem-solving abilities.
• Experience using performance metrics to drive team success and improve the client experience.
• Comfortable leveraging technology, including Microsoft Office and AI-powered tools, to improve productivity and decision making.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment while maintaining exceptional attention to detail.
• Hunger to learn, humility to listen, and a strength in forming deep relationships.
• Understand, embrace, and embody Dominion Payroll’s Core Values.

Core Values

• GSD – We take action, move fast, and follow through.
• Rise Above – We push past challenges, expectations, and limits to be our best.
• Passion – We bring energy and purpose to everything we do.
• Excellence – We don't settle. Every detail matters.
• Community – We show up for each other and the communities we serve.
• Create Culture – We build an environment where people thrive, grow, and enjoy the ride.
• DP No Se Vara – We don't get stuck. There's always a way, and we find it.

Benefits

• Freedom to work from home two days a week
• Robust 401(k) match program
• Significant paid time off plus company-paid holidays
• 16 hours of paid community volunteer time
• Monthly company-wide happy hours
• Bring your dog to work days
• Friday lunch
• Office closes at 4:00 PM every Friday
• Wellness and Employee Assistance Programs

Pay

Dominion Payroll offers competitive pay and equitable compensation practices. Compensation for this role is based on experience, skills, education, internal equity, business needs, and geographic location. This role may also be eligible for variable compensation and a comprehensive benefits package.