Manager, PEO Client Advocates

About the role

Leads the PEO Client Advocate associates to deliver superior results for PEO clients as measured by client retention, net promoter score (NPS), and other measures. Manages results at the team and individual levels, analyzes performance trends, and coaches behaviors that result in superior customer service and meeting departmental goals. Provides direction, guidance, support, and development to the PEO Client Advocate Team concerning productivity and employee engagement. Identifies process and service gaps and recommends solutions. Works with and influences all business partners to deliver an excellent, integrated client experience. Implements initiatives based on the overall PEO strategy.

Responsibilities

• Leads a team of Advocates that own the client relationships in the Small (10-99) and Mid-size client (100-199) segments.
• Manages a team of Advocates that will grow revenue per client and will be responsible for that group’s success in this metric.
• Guides a team of Advocates to achieve revenue and retention targets by providing exceptional service and retaining existing clients.
• Responsible for and uses tools available to deliver satisfactory client experience and net promoter scores across a team of Advocates.
• Utilizes data and reporting tools to deliver VOC results and achieve retention goals at the team and individual levels.
• Effectively coaches advocates per departmental expectations.
• Recruits, selects, hires, and evaluates personnel performances, including expanding functional personnel within the client advocate team as needed to ensure all department and client needs are handled appropriately.
• Counsels and develops team for personal and corporate advancement through career development, training programs, and other resources as required for professional advancement.
• Addresses performance and behavioral improvements reasonably and time-appropriately, utilizing our corrective action process as necessary.
• Leads engaged team as indicated by relevant tools, including WAGGL or similar measures.
• Assists senior managers in achieving departmental goals, including service, growth, retention, and finances.
• Develops and recommends policies and procedures designed to promote service philosophy and improve productivity for Client Advocates to ensure quality service is provided to all clients.

Qualifications

• Bachelor's Degree in Business, Administration, Finance or Accounting - Preferred
• 3 years of experience in management or leadership in a business-to-business customer service environment or high growth business operations setting.
• Experience managing in a profit and loss unit with design and improvement experience and at least five years service experience in business-to-business environment.

• Leadership - Preferred
• Communication - Preferred
• Advocacy - Preferred
• Customer Service - Preferred
• Confidentiality - Preferred
• Customer Advocacy - Preferred
• Paychex - Preferred
• Client Education - Preferred
• Process Improvement - Preferred
• Personalized Service - Preferred
• Value Propositions - Preferred
• Employee Engagement - Preferred
• Net Promoter Score - Preferred
• Accounting - Preferred
• Business Operations - Preferred

Pay

In the spirit of pay transparency, the starting base pay for this position is $76,172.73 - $119,000.00 annually + bonus. Geographic location, skills, education, and/or experience may result in total compensation outside of this range.

Benefits

• Medical coverage
• Virtual wellness classes
• Tuition reimbursement
• 401(k) + employer match
• Adoption assistance
• Financial assistance
• Paid time off
• Company holidays
• Culture days
• Comprehensive work-life balance programs
• Award-winning training and development programs
• Paid time off for volunteerism
• Company-wide and local initiatives that benefit organizations you care about

Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.