Human Resources Account Manager (Client Relations)

Job Summary:
The Client Service Manager is accountable for assigned client accounts and managing the relationship after implementation and ongoing. Client matters will primarily be focused on Payroll, HR, Benefits, and Worker’s Compensation. The Client Service Manager will maintain consistent communication, regular meetings and solicit proactive feedback from clients and coordinate efforts internally to respond to client needs and drive increased value to the client relationship. The Client Service Manager is responsible for exceeding budgeted retention rate and maximizing revenue per client.

Duties & Responsibilities:
Establishes and maintains relationship with all key decision makers at client company

Partners with other ongoing client service teams (Payroll, Risk, Benefits, etc) to deliver high quality service

Manages multiple clients in a high pace environment Serves as primary point of contact for clients and continuously develops relationships with client to build loyalty and promote retention

Accountable for understanding and executing on Client Service Level Expectations, managing internal service teams to comply with these SLEs

Accurately assesses client needs and operates as a trusted business partner by working client challenges to resolution

Takes the pulse of client organizations; collects feedback formally and informally and addresses issues in a meaningful and constructive way.

Proactively engages with clients frequently to ascertain satisfaction levels.

Maintains documentation regarding client activity and responsible for updating all client documentation.

Develops and maintains project plans with internal service teams and client contacts

Consults with HR to develop and implements HR service plans based upon client needs.

Reviews policies, handbooks, job descriptions, and other documents for clients providing any needed guidance

Develops and presents training material as requested or needed based upon client needs.

Assists with development, coordination and presentation of quarterly HR client webinar and live training events.

Promotes add-on HR services to enhance client experience, including but not limited to benefits, 401(k), HR assessments, background and drug screening services.

Communicate, negotiate and manage contractual changes and renewals with clients requiring a general understanding of pricing components

Assists with Implementation as needed

Presents benefit open enrollment information to clients and employees.

Partners with sales team to discuss services offered with prospects in the final stages of sales process

Solicits sales leads from clients.

Travels locally up to 70% of the time with some overnight travel required.

Performs other duties as assigned