Tax Account Manager

OSV

18d•Remote

About The Position

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place. The Tax Account Manager is responsible for customer engagement in regard to the Tax operation and services, allowing customer teams and Tax Operations to focus on service delivery commitments. They will have an understanding of the OSV tax business and the customers’ tax business in order to optimize the delivery of the tax services. They will take a strategic and proactive approach with customer plans, and closely interact with the Payroll and Garnishment customer contacts to deliver a holistic operational view. They will be empowered and have the authority to drive health plans and escalations across the customer and tax operations teams.

Requirements

Bachelor's degree
4+ years of experience in Maintenance and/or Managed Services as well as customer relationship management role
Functional knowledge of human resources outsourcing with emphasis on tax
Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)
Analytical and Problem Solving skills
Exhibiting professionalism and diplomacy
Strong interpersonal, communication and presentation skills
Excellent project management, documentation and communication skills
Must be customer service oriented
Extensive experience in managing Customer relationships with confidence and presence to deal with customers and executives (both internal and customer facing)
Highly analytical in problem solving with the ability to partner across OSV to achieve customer satisfaction via innovation, customer centric process and consistent service delivery quality
A high level of oral and written communication skills in order to communicate effectively with leadership, colleagues and other stakeholders
Ability to use Workday and OSV Service knowledge to provide best practice recommendations to customers.
To maintain a sound knowledge and understanding of current methodologies, technologies, services and tools.

Nice To Haves

Experience with internal OSV BPaaS processes and procedures
Extensive Workday exposure in services bureau or customer
Functional knowledge of human resources outsourcing with emphasis on payroll and garnishments
Prior HR services portfolio management, Customer Engagement Management, or Account Executive role in HR Services Industry, preferred

Responsibilities

Enhance and maintain customer relationships via regular engagement, leading customer analytic review, ROI attainment and roadmap planning.
Serve as an operations customer advocate and liaison throughout the OSV organization as needed for customer changes (bank, company, ADM).
Form relationships with the SDM, CSM and Account Executive teams in building an understanding of customer requirements and business drivers.
Serve as the tax primary point of contact for customer resources and ensure effective communication and hand offs occur within service delivery support teams.
In coordination with payroll and garnishments, prepare recurring operations reports for customers and narrate strategic value/ROI of OSV services in addition to basic service delivery metrics, KPIs, and SLAs. Solicit customer feedback and obtain strategic vs tactical objectives.
Communicate change to services, technology platforms, and products to assigned customers.
Partner with Customer Teams, Product, and R&D to bring forth people, process and technology enhancement ideas and assist with associated deployment.
Support customer renewal and reference programs.
Responsible for managing customer tax account escalations and resolving complex customer problems
Acts as the tax account subject matter expert for assigned customers and Demonstrate knowledge of OSV services and processes to advise customers on tax best practices
Perform ongoing gap analyses and identifies solutions to ensure OSV delivers quality services
Proactively lead roadmap planning to ensure year-end and quarter-end processing is managed effectively