Strategic Account Manager

Job Description

Job Description

At ProService, our most strategic client relationships aren’t managed — they’re owned. The Strategic Account Manager carries a portfolio of our highest-value clients and is the person those clients call first: for strategic questions, for escalations, and for the kind of partnership that keeps them with us year after year.

This is a high-accountability relationship management role where retention, revenue growth, and client satisfaction are your scoreboard. You’ll manage complex, multi-stakeholder relationships across HR leaders, CFOs, and executives — coordinating internally to deliver on our partnership and proactively driving the agenda with your clients, not responding to it.

IN THIS ROLE YOU WILL

• Own a portfolio of strategic accounts — tracking relationship health, anticipating risks, and driving retention above 94% through proactive engagement and coordinated internal support.
• Lead quarterly strategic consults with each client — going beyond service updates to understand their business goals, workforce challenges, and how ProService can deliver measurable impact.
• Identify and act on growth opportunities within your book — starting with cyber cross-sell — to deepen product adoption and increase the value clients receive from the partnership.
• Cultivate client advocates who generate qualified referrals — targeting at least one new qualified first meeting per month from your existing portfolio.
• Coordinate with service, compliance, and specialist teams to resolve escalations, communicate sensitive issues directly with clients, and ensure seamless delivery across the partnership.
• Maintain accurate, up-to-date account intelligence in CRM — tracking sentiment, engagement history, and risk signals to enable confident, proactive decision-making.

IS THIS ROLE RIGHT FOR YOU?

This role carries real accountability — retention, revenue growth, and client satisfaction are measured, not aspirational. You’ll carry a live book of business, manage relationships across multiple decision-makers, and be the person ProService trusts to navigate both the wins and the difficult conversations. Proactive engagement, strong organization, and the ability to manage complexity across a portfolio aren’t optional — they’re the job.

Worth knowing: this isn’t a reactive support role — you’re expected to drive the agenda with your clients. You’ll also handle sensitive conversations on behalf of internal teams when errors, compliance issues, or billing discrepancies need to be addressed directly with clients. Success requires consistent follow-through and deep familiarity with every account in your book.

WHAT YOU’LL BRING TO THE TEAM

We’re looking for someone with demonstrated success managing complex client relationships or high-value accounts — ideally in a consultative, B2B environment. Prior experience in HR, payroll, or PEO services is a plus. What matters most is how you operate: ownership, accountability, and a consistent drive to deliver.

You’re probably a fit if:

• You’ve owned a book of business and can speak to specific retention or growth outcomes you drove. You can walk through how you turned a dissatisfied client into an advocate — what you identified, how you acted, and what changed.
• You’re comfortable in the room with senior stakeholders and know how to read what they actually need. You’ve navigated a conversation where the stated concern wasn’t the real concern, adjusted your approach, and the relationship strengthened.
• You treat your CRM as a strategic tool, not an afterthought. Your pipeline and account notes reflect real insight. You’ve used account health data to get ahead of a risk before it became a problem.
• You take ownership of outcomes, even when things go sideways. You’ve delivered difficult news to a client on behalf of your company — and managed the conversation in a way that protected the relationship.
• You can juggle a diverse, active portfolio without losing the thread on any account. You’ve managed 20+ accounts simultaneously and have a system to stay organized and prioritize effectively.

WORK LOCATION

Hawaii Kai, Oahu — Hybrid

This role is based out of our Hawaii Kai office. We offer a flexible hybrid schedule that gives you the structure of in-person collaboration with the flexibility of remote work.

In office: Tuesday – Thursday | Remote: Monday & Friday

COMPENSATION

The base compensation for this position is $99,000 – $125,000 per year, commensurate with experience and qualifications.

At ProService, compensation is tied to performance. Strong results are recognized and rewarded, and there are clear paths to advance within the Strategic Accounts track and into senior relationship management, team lead, and client success leadership roles.

WHY PROSERVICE

ProService is a Hawaii-based PEO combining payroll, HR, and benefits expertise with purpose-built technology — all backed by the best local service in the islands. Backed by Silver Lake and recognized as one of Hawaii’s Best Places to Work for 20 consecutive years, we’re a team of high performers united by one mission: Empowering Employers to Succeed in Hawaii.

• A PROhana unlike any other. We assume the best in each other, give feedback focused on what’s right—not who’s right—and show up every day. This isn’t just a workplace. It’s a community.
• Do work that matters. You’ll see exactly how your contributions move the needle—meaningful problems, real decisions, and a seat at the table.
• Grow without a ceiling. Internal roles post first, and we reimburse certifications, conferences, and memberships. Your growth is our growth.
• Compete, collaborate, and win together. High expectations, real accountability, and a team of experts ready to help you push through any obstacle.
• Total rewards built around your whole life. Fully paid healthcare, 401(k) matching, paid parental leave, student loan assistance, employee assistance programs, and paid time off—just to name a few.