Client Relations Manager, HCM - GA - On Site

Vensure Employer Services-posted 13 days ago
Full-time • Mid Level
Onsite • Duluth, GA
1,001-5,000 employees
Administrative and Support Services
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The Client Relations Manager (CRM) plays a crucial role in enhancing client loyalty and fostering enduring relationships with Vensure HCM clients through proactive engagement and effective risk management. This position serves as the trusted business partner for assigned clients, ensuring their overall satisfaction with our services.

  • Manage a portfolio of clients, executing strategies that enhance the client experience and drive overall satisfaction, measured by retention rates, NPS, and product adoption.
  • Oversee the entire lifecycle of client from post implementation to offboarding, ensuring a seamless transition and continued satisfaction throughout their engagement with Vensure HCM.
  • Illustrate business value by defining clear metrics and proof points for all customer engagements through regular Business Reviews.
  • Onboard new accounts and users, providing frameworks for success, clearly articulating the value of Vensure, and driving adoption throughout the client's lifecycle.
  • Orchestrate client success by collaborating with internal teams to deliver value, resolve complex issues, and enhance internal processes.
  • Serve as an escalation point for clients, addressing concerns and ensuring timely resolution of issues to maintain high satisfaction levels.
  • Monitor client health through key performance indicators, creating specific action plans for clients at risk, including regular check-ins and project management of escalated issues.
  • Represent the voice of the client by capturing feedback, sharing client stories, and reporting trends across the organization.
  • Partner with the Sales organization to identify upselling opportunities and facilitate client expansion.
  • Travel (local and long-distance) may be required to meet with clients face to face or meet via telephone on a scheduled basis, as determined by size of client, to ensure they are receiving great service and are taking advantage of and utilizing products and services offered. This may include air travel, ground transportation (including cars, taxis, or rideshare services), and in some cases potential public transportation.
  • Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
  • Attend webinars and training to stay up to date on best practices related to the company and department.
  • Complete projects and other duties as assigned by supervisor.
  • Demonstrated ability to analyze complex issues, identify root causes, and implement effective solutions that drive results.
  • Strong written and verbal communication capabilities, ensuring clarity, professionalism, and influence in all interactions.
  • Skilled in managing multiple priorities simultaneously, with a focus on accuracy, efficiency, and timely delivery.
  • A flexible, team-oriented self-starter who thrives in dynamic, fast-paced environments and embraces change with a positive attitude.
  • Strong escalation management skills combined with creative problem-solving techniques to overcome obstacles and deliver optimal outcomes.
  • Demonstrated ability to take ownership and accountability for client satisfaction, fostering trust and long-term relationships.
  • Coachable and receptive to feedback, with a commitment to personal growth and a willingness to share insights that enhance processes and organizational success.
  • Capable of managing multiple priorities, including returning calls and emails promptly, without compromising quality or accuracy.
  • Maintains a high level of attention to detail in all tasks, ensuring precision and compliance with standards.
  • Works independently with minimal supervision while fostering a collaborative and positive team environment.
  • Exhibits a strong work ethic, resilience, and a professional demeanor that inspires trust and confidence.
  • Demonstrates empathy, adaptability, and interpersonal awareness to navigate complex interactions and maintain productive relationships.
  • Bachelor's Degree or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, certifications, or job training programs).
  • A minimum of two years of experience in a consultative, multi-client account management role within HCM disciplines or a SaaS organization.
  • Proficient in Microsoft Office software (Outlook, Microsoft Teams, Excel, Word, PowerPoint) and demonstrated ability to learn other applications as needed.
  • This role requires a valid, non-restrictive driver's license as it involves regular travel to client sites and company locations.
  • Health Insurance: Medical, dental, and vision coverage
  • Retirement Plan: 401(k) with company match
  • Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
  • Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance
  • Additional Compensation: [e.g., signing bonus, commission structure] if applicable
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