Client Success Account Manager | HCM

CBIZ•Roanoke, VA

7d•$53,600 - $73,500•Hybrid

About The Position

CBIZ’s Human Capital Management (HCM/HCA) division provides comprehensive workforce and HR solutions designed to help organizations attract, retain, and optimize their talent. The team partners with clients across areas such as payroll, benefits administration, HR technology, compliance, and workforce strategy, delivering scalable solutions that support business growth. By combining consultative expertise with technology-enabled services, CBIZ HCM helps clients streamline operations, enhance the employee experience, and drive long-term organizational performance. We are seeking a highly motivated and detail-oriented individual to join our team as a Client Service Account Manager. In this role, you will be responsible for providing exceptional client service and technical support for our Centrally HR product. You will serve as the primary point of contact for our clients, assisting them with system navigation, troubleshooting issues, and ensuring smooth operation of our software solutions. The ideal candidate is a proactive problem solver who looks beyond immediate requests to deliver added value, anticipates client needs, and communicates complex concepts clearly. They thrive in fast-paced environments, demonstrate strong critical thinking skills, and take ownership of client success.

Requirements

High School Diploma or GED equivalent required; Bachelor's degree preferred
3 years of experience in industry or related field
Strong communication skills both oral and written with all levels of an organization, both internally and externally
Must obtain and preserve required licenses/certifications as required
Proficient use of applicable technology
Able to work in a team environment as well as independently
Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
Travel based on client and business needs

Nice To Haves

Bachelor's Degree
Minimum 1-2 years of payroll experience
Experience in HRIS or Human Capital Management software preferred
Experience supporting HR, payroll, timekeeping, or business software systems preferred
Experience with UKG Ready Talent is a plus
Previous experience in a client service, account management, or system integration environment

Responsibilities

Under direct supervision, manages the day-to-day of services for an assigned block of accounts
Offer assistance with account management and technical support of UKG products
Work collaboratively with team members to ensure collective accountability for client success and consistent service delivery across all accounts
Provide the high levels of customer satisfaction by delivering timely resolutions and executing customer-focused commitments
Serve as a trusted advisor by anticipating client needs and recommending solutions, resources, and process improvements
Troubleshoot complex system issues by gathering information, identifying patterns, and determining effective solutions
Collaborate with internal teams to resolve complex client issues and escalate client concerns when appropriate
Communicate technical concepts in a clear, professional, and easy-to-understand manner
Build strong client relationships through responsiveness, empathy, and professionalism
Lead client meetings, presentations, and regular check-ins as needed
Proactively identify opportunities to improve system functionality and client satisfaction
Conduct regular system audits to ensure data accuracy, integrity, and compliance
Maintain data integrity and quality with any applicable software on a timely basis
Manage multiple priorities, deadlines, and client requests while maintaining attention to detail
Handle a high volume of client cases, emails, and phone calls while remaining organized and solution-focused