Client Services Manager

Dominion Payroll•Richmond, VA

3d•Hybrid

About The Position

If you're looking for an exciting leadership career with one of the fastest-growing, independent payroll companies in the country, alongside a team of motivated colleagues and proven leaders who believe in developing people, then Dominion Payroll is where you want to be. We pride ourselves on being a successful alternative to large, publicly owned payroll companies. We're building a workplace where great people can do their best work, and we're thoughtfully integrating AI to help make that happen. From streamlining workflows to unlocking new insights for clients, we see AI as a tool that amplifies what makes our team exceptional: relationships, expertise, and a genuine drive to get it right. At Dominion Payroll, we bring unique solutions to the marketplace and strive to delight our customers every day. We are deeply engaged in our communities and proudly support local non-profits. Join us and discover why we're quickly becoming the premier choice in customized payroll and HR solutions. Reasons you should join Dominion Payroll: Rock-solid industry leader for HCM and payroll and original partner in the iSolved Network An Inc. 5000 honoree for 12 consecutive years as one of the fastest-growing companies in the country Renowned for 99% customer retention and an industry-leading Net Promoter Score Proprietary, web-based technology that provides a competitive advantage Locally owned and operated Outstanding opportunities for leadership growth and career advancement.

Requirements

Two or more years of experience leading customer service, implementation, training, or client support teams, preferably in payroll, HCM, or a call center environment.
Strong knowledge of payroll, HRIS, Time & Attendance, and payroll compliance principles.
Exceptional leadership, coaching, and relationship-building skills with the ability to motivate both in-person and remote teams.
Outstanding communication, organizational, analytical, and problem-solving abilities.
Experience using performance metrics to drive team success and improve the client experience.
Comfortable leveraging technology, including Microsoft Office and AI-powered tools, to improve productivity and decision making.
Ability to manage multiple priorities in a fast-paced, deadline-driven environment while maintaining exceptional attention to detail.
You are hungry to learn, humble enough to listen, and forming deep relationships is one of your greatest strengths.
Understand, embrace, and embody DP Core Values. These values define our culture and guide every decision we make.

Responsibilities

Lead, mentor, and develop a team of Client Service Representatives to deliver exceptional client support and consistently meet service level expectations.
Conduct one-on-one meetings, performance reviews, coaching sessions, and career development planning while fostering a culture of accountability and growth.
Balance daily team workloads, monitor ticket queues and call volume, and partner with the Director of Client Services to improve processes and ensure service goals are achieved.
Serve as the escalation point for complex client issues, providing technical guidance and coaching to your team.
Build strong partnerships across departments to deliver seamless client experiences and operational excellence.
Collaborate with our Learning & Development team to support onboarding, ongoing training, and continuous professional development.
Analyze team performance metrics, prepare reports, conduct quality assurance reviews, and identify opportunities to improve efficiency and customer satisfaction.
Champion continuous improvement by documenting client feedback, recommending operational enhancements, and helping shape department procedures and best practices.
Foster strong working relationships with our SOLVO team while supporting their development and engagement.