Client Manager, Payroll and HCM Retention

Acrisure•Cleveland, OH

5d•Onsite

About The Position

Responsible for client relationship cultivation and retention, inspiring confidence through demonstrated expertise and meeting ongoing client needs. Collaborate with strategic partners to identify at-risk accounts and execute mutually-agreeable strategies to retain/grow relationships. Responsible for achieving set retention metrics ensuring the profitability of accounts within the defined portfolio. Interpret competitor offers/quotes and performs cost analysis. Negotiates directly with customers using consultative conversations to retain accounts and maximize revenue potential. Respond quickly and effectively to all requests for account reviews, escalated customer issues, product information, account terminations, reimbursements, etc. whether from internal or external customers. Stay current on Heartland Payroll service offerings and important industry changes in order to assign appropriate solutions to customer requests. Identify product offerings for existing customers and suggest additional products that may benefit a customer’s business. Answer inbound calls from customers and resolve inquiries. Manage and resolve customer complaints while providing excellent service and follow-up interactions. Ensures alignment with sales or service teams to ensure customer satisfaction. Identify triggers for attrition and represent the current status of attrition in the defined portfolio to leadership. Recommends solutions to customers, teammates and leadership. Maintain compliance standards for Salesforce records and detailed documentation of client status and interactions. Display a commitment to receiving necessary coaching for continuous improvement and team development.

Requirements

Demonstrated expertise and meeting ongoing client needs.
Ability to identify at-risk accounts and execute mutually-agreeable strategies to retain/grow relationships.
Ability to achieve set retention metrics ensuring the profitability of accounts.
Ability to interpret competitor offers/quotes and perform cost analysis.
Ability to negotiate directly with customers using consultative conversations to retain accounts and maximize revenue potential.
Ability to respond quickly and effectively to all requests for account reviews, escalated customer issues, product information, account terminations, reimbursements, etc.
Knowledge of Heartland Payroll service offerings and important industry changes.
Ability to identify product offerings for existing customers and suggest additional products.
Ability to answer inbound calls from customers and resolve inquiries.
Ability to manage and resolve customer complaints while providing excellent service and follow-up interactions.
Ability to ensure alignment with sales or service teams to ensure customer satisfaction.
Ability to identify triggers for attrition and represent the current status of attrition in the defined portfolio to leadership.
Ability to recommend solutions to customers, teammates and leadership.
Ability to maintain compliance standards for Salesforce records and detailed documentation of client status and interactions.
Commitment to receiving necessary coaching for continuous improvement and team development.

Responsibilities

Responsible for client relationship cultivation and retention, inspiring confidence through demonstrated expertise and meeting ongoing client needs.
Collaborate with strategic partners to identify at-risk accounts and execute mutually-agreeable strategies to retain/grow relationships.
Responsible for achieving set retention metrics ensuring the profitability of accounts within the defined portfolio.
Interpret competitor offers/quotes and performs cost analysis.
Negotiates directly with customers using consultative conversations to retain accounts and maximize revenue potential.
Respond quickly and effectively to all requests for account reviews, escalated customer issues, product information, account terminations, reimbursements, etc. whether from internal or external customers.
Stay current on Heartland Payroll service offerings and important industry changes in order to assign appropriate solutions to customer requests.
Identify product offerings for existing customers and suggest additional products that may benefit a customer’s business.
Answer inbound calls from customers and resolve inquiries.
Manage and resolve customer complaints while providing excellent service and follow-up interactions.
Ensures alignment with sales or service teams to ensure customer satisfaction.
Identify triggers for attrition and represent the current status of attrition in the defined portfolio to leadership.
Recommends solutions to customers, teammates and leadership.
Maintain compliance standards for Salesforce records and detailed documentation of client status and interactions.
Display a commitment to receiving necessary coaching for continuous improvement and team development.