tag:
MP
  • Boston, MA, USA
  • Full Time

The Client Services Manager will successfully lead the Account Coordinator and Account Manager teams, who are responsible for providing timely payroll and HCM support for our clients. This position requires strong desire to provide excellent proactive customer service, superior troubleshooting skills and attention to detail, expert knowledge of iSolved, and 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 on behalf our customers and MassPay.

This position can be done remotely.


WHAT YOU WILL DO: (Responsibilities)

  • Manage all daily activities within the Account Manager & Account Coordinator teams using metrics, and also providing monthly performance management.
  • Lead and motivate team members to provide proactive support and service for our clients.
  • Lead efforts for hiring, coaching and developing technical and customer service skills among teammates.
  • Oversee performance management efforts using scorecards for quantitative and qualitive measures of performance.
  • Ensure that team members process client payrolls accurately and on time.
  • Manage day to day activities across the team, assisting with escalations, and providing guidance to the team as needed.
  • Ensure team members accurately and completely document all customer interactions in Salesforce.
  • Facilitate cross departmental interactions with other teams at MP, to ensure open communications for the benefit of our client's success.
  • Continuously seek out process improvement opportunities and take ownership to implement positive change, while promoting the direction of MP with positivity.
  • Other duties may be assigned as needed.

WHO YOU ARE: (Skills & Qualifications)

  • Bachelor's degree preferred
  • 4+ years of experience supporting customers
  • 2+ years of leadership experience with proven success in a leadership role
  • Strong interpersonal skills, with the ability to communicate effectively, both verbally and in writing.
  • 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.
  • Outstanding customer service skills are required, and SaaS experience preferred.
  • Ability to learn technology quickly through instruction and self-training.
  • Attention to detail & results oriented.
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