HCM Payroll Account Manager

About the role

As an Account Manager at OneDigital, you will be a client-focused professional responsible for building and maintaining strong, long-term customer relationships while ensuring clients maximize the value of their Human Capital Management (HCM) platform. Serving as a trusted advisor, you will provide ongoing support, resolve client issues, deliver product education, and identify opportunities to expand platform adoption through additional features and services. This role requires exceptional customer service skills, strong problem-solving abilities, attention to detail, and expertise in isolved HCM solutions.

Account Managers independently manage a portfolio of client accounts, exercise sound judgment when addressing unique client situations, and provide strategic guidance that supports each client's operational success. As one of the primary points of contact, you will play a critical role in delivering an exceptional customer experience and fostering lasting client partnerships.

Responsibilities

• Build and maintain strong relationships with assigned clients, serving as their primary point of contact for ongoing account management and support.
• Proactively evaluate client utilization of the HCM platform to ensure they are receiving maximum value from available features and functionality.
• Educate clients on underutilized modules and recommend solutions that align with their business needs and operational goals.
• Research, troubleshoot, and resolve client questions and system-related issues in a timely and professional manner.
• Provide guidance on Payroll, Human Resources, Benefits Administration, Time & Attendance, and Tax functionality.
• Identify opportunities for upselling and cross-selling additional products and services that enhance the client experience.
• Respond to client inquiries via phone, email, and other communication channels while maintaining high service standards.
• Deliver training and education that enables clients to confidently manage their HCM and payroll operations independently.
• Accurately document all client interactions, issues, resolutions, and follow-up activities within the CRM system.
• Collaborate with internal departments to ensure seamless communication, timely issue resolution, and overall client success.
• Continuously identify opportunities to improve internal processes, client experience, and operational efficiency.
• Perform additional duties and special projects as assigned.

Requirements

• Associate degree required.
• Minimum of three (3) years of experience supporting Payroll, Human Capital Management (HCM), or HRIS software, or three (3) years of experience supporting clients in a SaaS environment.
• Experience with isolved strongly preferred.
• Exceptional customer service skills with a genuine passion for helping clients succeed.
• Excellent verbal and written communication skills with the ability to build strong client relationships.
• Strong analytical and troubleshooting skills with the ability to identify practical, client-focused solutions.
• Proven ability to manage multiple priorities, meet deadlines, and stay organized in a fast-paced environment.
• Sound business judgment and the ability to understand client objectives while recommending solutions that drive success.
• Ability to quickly learn new technologies through formal training and self-directed learning.
• Highly detail-oriented, organized, and results-driven.
• Demonstrated ability to work independently while collaborating effectively with cross-functional teams.
• Must be eligible to work in the United States without the need for work visa or residency sponsorship.

Pay

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance.

Benefits

• Health, wellbeing, retirement, and other financial benefits.
• Paid time off and overtime pay for non-exempt employees.
• Robust learning and development programs.
• Reimbursement of job-related expenses per company policy.
• Employee perks and discounts.