Account Manager II

In-Office: This is a 100% in-office role based at our Meridian, ID 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

The Account Manager II is pivotal in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. The Account Manager II delivers outstanding customer service by effectively utilizing available resources and prioritizing issues. The role involves meeting performance metrics through inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Account Manager II assumes full responsibility for maintaining and enhancing client relationships.

Responsibilities

• Issue Resolution – Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary.
• Client Focus - Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions.
• Timely Solution Delivery - Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics. Metrics include availability, outbound adherence, first call & case resolution, minimal escalations, and high client retention & satisfaction.
• Leverage Resources - Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed.
• System Capabilities – Ability to navigate systems and maintain advanced knowledge in Paylocity Products and Partners.
• Team Player – The ability to work cross-functionally, contribute to collective goals, and share insights. Fosters a cohesive and productive work environment.

Expectations

• Dependability/Follow-Up: Proficiently multitask, respond promptly, and ensure timely follow-up.
• Problem Solve: Skillfully troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information.
• Communication: Exhibit professional written and verbal communication consistently with internal and external stakeholders.
• Knowledge & Resourcefulness – Ability to effectively utilize internal resources and resolve issues to ensure minimal escalations and maintain a positive customer experience.
• Optimizing Products – Being the product expert while being current on product releases and mandatory training.

Education and Experience
Required

• Bachelor’s degree and a minimum of 1 year of experience in technical support, call center operations, or other high-volume customer-facing roles
• Experience in customer service or previous client interfacing role
• Strong computer skills, including Microsoft Office with proficiency in Excel
• Strong written communication skills for business correspondence.
• Strong team player with attention to detail
• Essential Skills: Analytical thinking, problem solving, time management, communication and decision-making

Preferred

• Experience in team leadership or support roles – including coaching, training, peer mentorship, or acting as a subject matter expert (SME)
• Experience in payroll and/or call center environment
• CPP, FPC, APA, and/or SHRM-CP certified
• Self-starter with the ability to handle multiple projects at once