Manager Client Services Ops- Enterprise

Paylocity is a cloud‑based HR and payroll software provider that helps businesses automate and streamline processes and build a strong workplace culture. Position Overview Client Services Manager Ops plays a pivotal role in ensuring client satisfaction and retention. They develop strategies to address issues, proactively serve highly complex clients, and lead a team comprising leaders and various levels of account managers. The role requires a balance of leadership, technical expertise, process management, and soft skills. Primary Responsibilities Develop strategies and initiatives to enhance and maintain client satisfaction and retention. Lead and manage a team of Account Managers, providing coaching and guidance on client interactions, issue resolution, and application of soft skills to minimize client risk. Facilitate continuous learning opportunities to expand the knowledge base of staff. Offer proactive development opportunities aligned with corporate goals and values. Create and maintain a positive work environment that encourages open communication, learning, coaching and recognition. Monitor team workload, ensuring appropriate balance of volume, priority, and client/account manager alignment. Manage hiring and onboarding of new team members, emphasizing strong trusted relationships from day one. Generate creative solutions and innovative ideas to increase employee engagement and retention. Collaborate with cross‑functional partners to ensure processes and tools are in place to support clients and the client services team, including Technical Services, Finance, Tax, Sales, Support, Distribution, and Implementation. Exhibit flexibility in day‑to‑day responsibilities, emphasizing agility in adapting to changing circumstances. Travel up to 25% for internal and/or client‑facing meetings. Education and Experience Bachelor’s degree required. 2+ years of previous leadership experience in a customer service/relationship role. Experience using reporting and metrics as a key part of the job (monthly/quarterly KPIs). Experience leading other leaders is preferred. Previous experience in the HCM/Direct Payroll industry. Experience working with payroll, HCM, or HRIS software. Excellent knowledge of MS Office, including Excel. Strong interpersonal skills. Physical requirements: ability to sit for extended periods; use of computer and phone systems. Equal‑Opportunity Statement Paylocity is an equal‑opportunity employer. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. Base pay range: $74,600 – $115,000 per year. Eligible for an annual bonus and restricted stock unit grant based on individual performance, in addition to a full range of benefits. #J-18808-Ljbffr Tensec