Client Relationship Specialist

About the role:

We have an exciting and unique opportunity for our first ever Client Relationship Specialist.

Sky’s the limit for the right candidate to shape and innovate the onboarding and account management experience for our PEO clients.

As the primary "go to" for our PEO clients, this role will be instrumental in creating meaningful customer moments in managing the client relationship from go-live through to renewals. You’ll collaborate with customer service, product, sales and marketing to explore innovative ways to identify and execute areas of opportunities for our employer clients.

What you'll do:

• Manage onboarding for multiple clients simultaneously
• Ensure all installation documentation is complete by client to ensure onboarding deadlines
• Demonstrate and train client of tasks and best practices of the routine HR and payroll tasks required of them
• Take ownership of client implementation to include:
• kick off call with client to review timeline and data requirements
• work with client to resolve issues & gaps
• Manage established clients using proactive outreach approach
• Build and maintain successful relationships with key contacts at client companies and become a trusted advisor and the single point of contact for their issues, questions, requests, escalations, and concerns
• Appropriately leverage internal resources to help maintain a high level of employer satisfaction
• Collaborate with other internal departments as necessary to resolve employer-client issues and questions quickly and with high quality
• Teach clients how to be more successful with our products and service through education on available tools, procedures, and policies
• Assist with the definition and design of tools, standard operating procedures, and processes for scaling client service delivery in an ever-changing business environment
• Identify, quantify, and define feature enhancements and new products to improve offering based on customer feedback, data analysis, and feature gaps with competitive products
• Lead the renewal sales cycle from proposal stage thru contract execution
• Identify any “at-risk” renewal clients early in the cycle and define issues inhibiting a successful and timely renewal and escalate as needed
• Additional account management and implementation duties as needed

Experience:

• Minimum 1+ years client onboarding/implementation
• 1+ year general payroll experience utilizing HRIS or similar applications
• 1+ year general HR experience utilizing HRIS or similar applications
• Ability to provide excellent customer service tailored to each individual external client’s culture
• Experience using analytical, sales, and productivity tools, including Salesforce
• Strong organizational skills including prioritizing, scheduling, time management, and meeting deadlines
• Ability to effectively manage multiple shifting priorities
• Ability to analyze data and identify key trends
• Demonstrated ability in learning tools and processes, effectively utilizing them for service delivery
• Proficiency in composing concise, accurate and appropriately targeted responses.
• Excellent written and verbal communication skills

Preferred Experience:

• PEO Account Management/Retention
• High growth/startup environment
• Leadership experience