Manager Client Services Ops- Majors

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture by developing tools that go beyond basic HR automation.

About the role

Client Services Manager Ops play a pivotal role in ensuring client satisfaction and retention. They develop strategies to effectively address issues, proactively service highly complex clients, and lead a team comprising leaders and various levels of Account Managers. This role requires a balance of leadership, technical expertise, process management, and soft skills. You will work with a peer team of Managers to prioritize client interactions and engage directly with clients to resolve escalated issues.

This is a 100% in-office role based at our Rochester, NY location. Candidates must be able to work on-site five days per week during designated work hours. This role requires up to 25% travel for internal and/or client-facing meetings.

Responsibilities

• Develop strategies and initiatives to enhance and maintain client satisfaction and retention.
• Lead and manage a team of Account Managers, providing coaching and guidance on client interactions, issue resolution, and soft skills to minimize client risk.
• Facilitate continuous learning opportunities to expand the knowledge base of your staff.
• Offer proactive development opportunities aligned with corporate goals and values.
• Create and maintain an effective and positive work environment that encourages open communication, learning, coaching, and recognition.
• Monitor team workload, ensuring appropriate balance of volume, priority, and client/account manager alignment.
• Manage the hiring and onboarding of new team members, emphasizing the establishment of strong trusted relationships from day one.
• Generate creative solutions and innovative ideas to increase employee engagement and retention.
• Collaborate with cross-functional partners (Technical Services, Finance, Tax, Sales, Support, Distribution, and Implementation) to ensure processes and tools best support clients and the client services team.
• Exhibit flexibility in day-to-day responsibilities, emphasizing agility in adapting to changing circumstances.

Requirements

• Bachelor’s degree required.
• 2+ years of previous leadership experience in a customer service or customer relationship role.
• Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs).
• Experience with leading other leaders preferred.
• Previous experience in HCM, direct payroll industry, or working with payroll, HCM, or HRIS software.
• Excellent knowledge of MS Office, including MS Excel.
• Strong interpersonal skills.

Physical requirements

• Ability to sit for extended periods (7-8 hours a day).
• Use of computer and phone systems, including operating multiple software programs and inquiries simultaneously.

Pay

The base pay range for this position is $74,600 - $120,000 per year. Base pay offered may vary depending on job-related knowledge, skills, and experience. This position is also eligible for an annual bonus and restricted stock unit grant based on individual performance, in addition to a full range of benefits.

Benefits

• Medical, dental, and vision insurance.
• Life and disability insurance.
• 401(k) match.
• Perks that support employees, their families, and finances.
• Career development opportunities.