Client Manager, Payroll and HCM Retention

Acrisure•Oklahoma City, OK

3d•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 in meeting ongoing client needs
Ability to interpret competitor offers/quotes and perform cost analysis
Consultative conversation skills for customer negotiation
Quick and effective response to customer requests
Knowledge of Heartland Payroll service offerings and industry changes
Ability to identify product offerings for existing customers
Excellent customer service and follow-up skills
Ability to identify triggers for attrition
Ability to maintain compliance standards for Salesforce records and documentation
Commitment to receiving necessary coaching for continuous improvement

Nice To Haves

On-site presence to support collaboration, team leadership, and cross-functional partnership

Responsibilities

Client relationship cultivation and retention
Identify at-risk accounts and execute strategies to retain/grow relationships
Achieve set retention metrics and ensure profitability of accounts
Interpret competitor offers/quotes and perform cost analysis
Negotiate directly with customers to retain accounts and maximize revenue
Respond to requests for account reviews, escalated issues, product information, account terminations, reimbursements
Stay current on Heartland Payroll service offerings and industry changes
Identify product offerings for existing customers and suggest additional products
Answer inbound calls from customers and resolve inquiries
Manage and resolve customer complaints with excellent service and follow-up
Ensure alignment with sales or service teams for customer satisfaction
Identify triggers for attrition and represent attrition status to leadership
Recommend solutions to customers, teammates, and leadership
Maintain compliance standards for Salesforce records and client documentation