Account Manager II

PAYLOCITY CORPORATION•Meridian, ID

13d•Onsite

About The Position

The Account Manager II resolves client payroll and HR system challenges while building and maintaining strong customer relationships through technical expertise and effective customer service. As the primary point of contact within a dedicated client support team, this role takes responsibility for maintaining and enhancing client relationships. The position handles inbound and outbound interactions by phone, Zoom, and email, uses available resources to prioritize and resolve issues, and meets performance metrics related to availability, adherence, issue resolution, client retention, and satisfaction. This is a 100% in-office role based at Paylocity’s Meridian, Idaho location. Remote or hybrid work is not available, and employees must work onsite five days per week during designated work hours.

Requirements

Bachelor’s degree.
At least 1 year of experience in technical support, call center operations, or another high-volume customer-facing role.
Experience in customer service or a previous client-facing role.
Strong computer skills, including Microsoft Office and proficiency in Excel.
Strong written communication skills for business correspondence.
Strong teamwork skills and attention to detail.
Analytical thinking, problem-solving, time management, communication, and decision-making skills.

Nice To Haves

Experience in team leadership or support, such as coaching, training, peer mentorship, or serving as a subject matter expert.
Experience in payroll and/or a call center environment.
CPP, FPC, APA, and/or SHRM-CP certification.
Ability to handle multiple projects at once as a self-starter.

Responsibilities

Maintain availability and manage workloads to ensure clients can access support.
Troubleshoot and resolve client issues, escalating them when necessary.
Champion client interests and collaborate with internal technical experts to provide effective solutions.
Deliver solutions promptly in line with client needs and internal service metrics.
Use internal resources to source and validate answers, document issues, and follow payroll policies.
Navigate systems and maintain advanced knowledge of Paylocity products and partners.
Work cross-functionally, contribute to team goals, and share insights.
Multitask, respond promptly, and ensure timely follow-up.
Communicate professionally in writing and verbally with internal and external stakeholders.
Stay current on product releases and complete mandatory training.