Account Manager II

Job Type: Full-time In-Office: This is a 100% in-office role based at our Schaumburg, IL location. Remote or hybrid work is not available for this position. Position Overview The Account Manager II is pivotal in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. The role involves meeting performance metrics through inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Account Manager II assumes full responsibility for maintaining and enhancing client relationships. Responsibilities Issue Resolution – Maintain consistent availability; manage workloads for optimal accessibility; troubleshoot and resolve client issues; and escalate when necessary. Client Focus – Champion clients' interests, delivering clear and effective resolutions and collaborating with internal technical experts to provide optimal solutions. Timely Solution Delivery – Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics, including availability, outbound adherence, first‑call and case resolution, minimal escalations, and high client retention & satisfaction. Leverage Resources – Source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed. System Capabilities – Ability to navigate systems and maintain advanced knowledge of Paylocity Products and Partners. Team Player – Work cross‑functionally, contribute to collective goals, and share insights to foster a cohesive and productive work environment. Expectations Dependability/Follow‑Up – Proficiently multitask, respond promptly, and ensure timely follow‑up. Problem Solve – Skillfully troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information. Communication – Exhibit professional written and verbal communication consistently with internal and external stakeholders. Knowledge & Resourcefulness – Effectively utilize internal resources and resolve issues to ensure minimal escalations and maintain a positive customer experience. Optimizing Products – Keep up to date with product releases and mandatory training while being the product expert. Required – Education and Experience Bachelor’s degree and a minimum of 1 year of experience in technical support, call center operations, or other high‑volume customer‑facing roles. Experience in customer service or previous client‑interfacing role. Strong computer skills, including Microsoft Office with proficiency in Excel. Strong written communication skills for business correspondence. Strong team player with attention to detail. Essential Skills: Analytical thinking, problem solving, time management, communication and decision‑making. Preferred Experience in team leadership or support roles – including coaching, training, peer mentorship, or acting as a subject matter expert (SME). Experience in payroll and/or call center environment. CPP, FPC, APA, and/or SHRM‑CP certified. Self‑starter with the ability to handle multiple projects at once. Physical Requirements Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7‑8 hours a day. Use of computer and phone systems: Operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously. Paylocity is an equal‑opportunity employer . The company is committed to the full inclusion of all individuals. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request a reasonable accommodation in the job application or interview process, contact View email address on click.appcast.io. This email address is exclusively designated for such requests. The base pay range for this position is $25‑$29 per hour; base pay offered may vary depending on job‑related knowledge, skills, and experience. This position offers a full range of benefits. #J-18808-Ljbffr