Manager, Strategic Relationships - PEO

Paychex•Cincinnati, OH

15h

About The Position

Paychex is bringing payroll, HR, benefits, and advisory services together in a connected HCM platform, combining technology, data-driven insights, AI, and human expertise. The Manager, Strategic Relationships - PEO manages and directs the team's activities, workflow, and financial management. The role defines and implements business strategies and initiatives to deliver superior service to external clients and businesses, while managing key metrics including client retention, operating margin, and revenue growth. The manager leads a team that builds external relationships and serves high-profile, revenue-generating clients and other external partners with complex payroll and ancillary product needs. The position works across service, sales, and other business units to improve retention, grow revenue, streamline processes, deliver a seamless client experience, and meet financial and service goals. It also oversees staffing and development, workflow improvements, budgets, and execution of a business plan focused on relationship satisfaction, employee satisfaction, and owner value.

Requirements

Seven years of experience in customer service or account management.
Previous experience managing remote staff.
Three years of supervisory experience.

Nice To Haves

Associate's degree preferred.

Responsibilities

Manage a team responsible for building strong external relationships and providing quality service to high-profile, revenue-generating clients and external partners with complex payroll and ancillary product needs.
Serve as the primary point of contact and advocate for key clients and partners to retain and grow the client base.
Help define new or modified business strategies to improve client relationships and retention, generate incremental revenue, and reduce expenses through improved processes.
Oversee service delivery teams and management reports to ensure external relationship satisfaction, including proactive campaigns and analysis of results.
Partner with Service and Sales teams to ensure relationships transition efficiently and positively, provide a seamless experience, and resolve issues as needed.
Interact directly with key external clients and businesses to assess service expectations and the competitive landscape, and adapt service delivery to support retention.
Recruit, select, hire, and evaluate personnel; develop staff through career advancement opportunities, training, and other resources.
Review, recommend, and implement workflow changes to support quality service and strong external relationships.
Partner with business units to evaluate process inefficiencies, identify improvements, and enhance the experience of external clients and businesses.
Maintain working relationships with critical internal business partners to remove obstacles that conflict with client service and financial goals.
Prepare capital and operating budgets for cost centers, analyze interdepartmental reports, and meet projections through labor and administrative expense controls.
Create and execute a business plan to achieve external relationship satisfaction, employee satisfaction, and owner value.