Customer Success Manager

About Hourly, Inc.

Hourly is an insurtech startup that offers streamlined workers' comp insurance and payroll services for small businesses with hourly workers. Our mission is to make it super-duper simple for small business owners to pay, insure and protect their team.

We're a special bunch! We're highly collaborative, understanding and resourceful. We share a mission to make the world a better place. And while we're invested in our service, we're equally invested in each other's personal development. We're tight-knit, we're genuine and we're eager to do a better job than we did the day before.

The role of the Customer Success Manager is to onboard new payroll customers, resolve client payroll and workers compensation audit issues and retain clients by providing outstanding customer service through basic technical knowledge, effectively leveraging available resources, and prioritizing issues. The Customer Success Manager is the primary point of contact supporting a client base. This role takes full responsibility for the client relationship and on average has a book of business between $500k- 1 million and between 50-200 small to mid-size clients. This position reports to the Customer Success Director.

Location: Remote, work from home eligible

Client Service Expectations

• Dependability/ Follow Up: Timely responsiveness & proactive follow up
• Problem Solve: Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitative information
• Communication: Provide professional & appropriate internal/ external communication as well as progress updates to all stakeholders
• Guidance: Provide clients guidance on Payroll and workers comp audit best practices, organizational change management, and Hourly product fit
• Implement and optimize products: Ability to implement ancillary products and features and optimize client set up

Account Manager Responsibilities

• Issue Resolution – Able to be available on a timely and consistent basis, manage workload to maintain availability, problem solve, troubleshoot & effectively resolve issues for the client; escalate when needed
• Client Focus - for each customer holding primacy for (1) creating rapport (2) appropriate sense of urgency and tone (3) understanding the question (4) and effective interactions, guides, and client instructions
• System Capability – Ability to navigate w/in the Hourly systems
• Leverage Resources - Appropriately & effectively use resources to find and validate answers, resolve, and document issues in a way that adheres to payroll policies and ensures seamless client support. Listens to feedback, seeks to understand and adjusts behaviors as needed

Requirements

• GED equivalent credentials, Bachelor's Degree preferred
• Experience in customer service or previous client interfacing role
• Strong computer skills including Microsoft Office, including Excel

• Experience in payroll and/or call center environment
• Completion of or strong interest in CPP, FPC, APA, and/or SHRM-CP certifications
• The working hours for this position are Monday - Friday, 9:00am - 6:00pm (PST )