Manager Client Services Ops- Enterprise

Description Client Services Manager Ops is a pivotal role in ensuring client satisfaction and retention for Paylocity’s Enterprise clients. The position requires a combination of leadership, technical expertise, process management, and soft skills. Location and Working Arrangement This is a 100% in-office role based at our Rochester, NY location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours. Position Overview Client Services Manager Ops works with a peer team of Managers to prioritize client interactions and efforts on behalf of the client. The role engages directly with clients, addressing escalated calls and negotiating with internal partners to benefit the business. The focus is on Enterprise clients. 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 the application of soft skills to minimize client risk. Facilitate continuous learning opportunities to expand the knowledge base of your staff. Offer proactive development opportunities aligned with corporate goals and values. Create and maintain an effective and positive work environment that encourages open communication, learning, coaching and recognition in line with the organization’s values. Monitor team workload, ensuring appropriate balance of volume, priority, and client/account manager alignment. Manage the hiring and onboarding of new team members, emphasizing the establishment of 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 that processes and tools are in place to best 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. This job requires up to 25% travel for internal and/or client-facing meetings. Education and Experience Bachelor’s degree. 2+ years of previous leadership experience in a customer service/customer relationship role. Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs). Experience with leading other leaders preferred. Previous experience in HCM/Direct Payroll Industry. Experience working with payroll, HCM, or HRIS software. Excellent knowledge of MS Office, including MS Excel. Strong interpersonal skills. 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: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously. Compensation and Benefits The base pay range for this position is $74,600 - $115,000 per year, with potential variation based on experience. The position is eligible for an annual bonus and restricted stock unit grant based on individual performance, in addition to a full range of benefits (medical, dental, vision, life, disability, 401k match, and other perks). Equal Opportunity Employer 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 statuses as required by applicable law. We embrace and encourage employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics. #J-18808-Ljbffr Tensec