tag:
MP
  • Rochester, NY, USA
  • Full Time

We are currently looking for a customer focused HCM Account Manager. This role is responsible for maintaining the relationships with a specified set of clients and will both address general administration issues as well as supporting clients with the ongoing use of iSolved. This position requires strong desire to provide excellent customer service, superior troubleshooting skills and attention to detail, expert knowledge of iSolved, and also the capacity to recognize and pursue growing the relationship with their clients through education and upsell & cross sell opportunities. This role will independently manage customer accounts and exercise their discretion when analyzing unique situations and offering and best judgement and guidance for our customers. The Account Manager role is a frequent point of contact for our clients and must make a powerful positive impression with every encounter.

This position can be done remotely.


WHAT WILL YOU DO:

  • Proactively evaluate and work with clients ensuring the client has an optimal experience with all facets of their set-up. Educate customers on unused components of iSolved (as appropriate based on the Account Manager's knowledge of the client's operation) and support the customer in expanding their use of iSolved.
  • Research, troubleshoot and resolve client inquiries as part of ongoing support for assigned client set.
  • Recommend solutions for various Benefits, HR, Time and Tax needs, proactively identifying upsell/cross-selling opportunities.
  • Assists clients with general inquires.
  • Support customers via phone and email.
  • Train clients on HCM/payroll platform to ensure clients are able to manage all aspects of their HCM & payroll operations independently.
  • Accurately and completely document all customer interactions in our CRM system.
  • Facilitate cross departmental interactions with other teams at MP to ensure open communication for the benefit of our client's success.
  • Continuously seek out process improvement opportunities and take ownership to implement positive change.
  • Other duties may be assigned as needed.

WHO ARE YOU:

  • 2+ years of experience working with a Payroll/HCM software and/or 2+ years of experience supporting clients with SaaS solutions.
  • Bachelor's degree preferred.
  • Strong interpersonal skills with the ability to communicate effectively, both verbally and in writing.
  • Outstanding customer service skills are required.
  • Excellent time management skills and ability to meet deadlines, prioritize and manage several tasks effectively.
  • Ability to see the big picture, utilizing good business judgement to help our customers be successful with their iSolved account.
  • Ability to learn technology quickly through instruction and self-training.
  • Attention to detail & results oriented.

WHO WE ARE:

Become a part of our growing team and join us in creating better workplaces through cutting edge HR and payroll services and technology. We deeply value our people. MP encourages creativity, welcomes entrepreneurial mindsets, and fosters a highly collaborative work environment. We are committed to delivering five-star customer service to both our customers and to each other as colleagues. MP has experienced explosive growth since we began in 2004. We've been consistently named to the Boston Business Journal's Pacesetters/Fast50 list for the last six years, as well as the Inc. 5000 list. Our team loves working here and so will you. Learn more about what it's like working at MP on our website.

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