Director Client Services

Paylocity • Schaumburg, IL

287d • $116,100 - $215,700 • Onsite

About The Position

The Director, Client Services will provide high level leadership for the service delivery of our payroll, HR and time and attendance solutions for our service center. The Director will be tasked to drive the Service delivery strategy and its execution and be accountable for performance, retention and customer satisfaction while reviewing expansion opportunities to ensure scalability and business continuity. The Director, Client Services will share leadership responsibilities for our client center with other directors and be accountable for 5-8 client teams (with 4-6 managers and 2-4 team leads per team) and over 150 employees in total. Paylocity has grown revenue by more than 25% each year over the past 3 years and plans to continue this growth rate. Therefore, we are looking for a leader who can create scalability for our service delivery model, is agile, able to strategically implement process improvements and change strategies, identify expansion opportunities, and maintain client satisfaction and loyalty through a growth mode. This position will be measured by retention, profitability, and customer satisfaction.

Requirements

• Bachelor's degree required.
• 7-10 years senior leadership experience with emphasis on customer service.
• Proven leadership competencies running service centers, call centers, or similar client experience operations.
• Proven experience leading through significant growth.
• Experience driving cross-functional process improvement initiatives.
• Experience with process design and roll-out in a B2B environment.
• Broad and deep knowledge of Payroll, HRIS, Time and Attendance.
• Strong judgment with the ability to balance growth, retention, and profitability business goals.
• Ability to build strong and effective relationships across departments and with clients.
• Demonstrated success as a strong and influential negotiator.
• Excellent verbal and written communication skills.
• Highly complex problem-solving ability.

Nice To Haves

• Experience leading teams in a Contact Center environment.

Responsibilities

• Achieve high quality of service across the client base supported by their service center.
• Determine service organizational structure and development needs for their client segments.
• Create workforce forecasting and plans to ensure staffing for the client service function.
• Provide necessary leadership to enhance and improve client relationships through a high-performing team.
• Manage cross-functional team support and develop strong business relationships throughout the organization.
• Work within and recommend new performance metrics to measure key performance indicators.
• Drive an atmosphere of accountability that delegates work items and partners with other areas of the business.
• Handle service delivery escalations that require senior management intervention.
• Ensure all internal audit and compliance requirements are met.
• Make recommendations and contribute to the design and implementation of new product functionality.
• Lead, coach, motivate, and develop management staff.
• Communicate to client services teams to ensure employee understanding and engagement.
• Improve client loyalty as measured through NPS surveys and client retention.
• Prepare and report on location's annual budget and manage expenses to the established budget plan.
• Ability to travel to remote service centers up to 25% of their time.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401(k) match.
• Career development opportunities.
• Annual bonus and restricted stock unit grant based on individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree