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HCM Account Manager
Location:
Alpharetta, GA
Description:
Thread is a human capital management company which delivers superior personal service and great technology. Our mission to build high-performance, high-culture companies, is not something we just say; it's something we practice. We believe in delivering wow to those we come in contact with and that includes our team. Happy employees make happy clients, which helps everyone grow. We're connecting people and technology for a better workplace and are looking to add an HCM Account Manager. Summary The Account Manager provides between 50 to 100 thread customers a single point of contact for Payroll, HR, and Time for our iSolved Platform. This includes, but is not limited to troubleshooting, technical support, training, and customer service for customers utilizing all aspects of iSolved. The Account Manager is the front line for both customer retention and satisfaction and a key driver of our company NPS. The Account Managers "owns" each client and takes great pride and responsibility to ensure that payrolls are processed accurately, users are appropriately trained, and requests for assistance, questions and fixes are answered in a timely manner. Must have payroll processing experience. TOP 5 RESPONSIBILITIES 1. Support - The Account Manager strives to respond to customer calls and tickets within 90 mins* and achieve same call resolution (*current goal is 90 mins as we streamline operational support). Email tickets should be responded to asquickly as possible with the majority resolved within 24 hours. Email responses are clear, memorable and haveactionable instructions including screenshots and are 100% accurate in terms of technical knowledge. The AccountManager also provides background support to team members' clients if their main contact is unavailable. 2. Client Training - Be the SME for iSolved training and perform all training for new clients and proactively train existing clients and internal staff to improve adoption and alignment into the iSolved platform. 3. Client Engagement - Proactively reach out to clients to assist with additional training to improve adoption, issueresolution, proactive monitoring, and various elements to help us deliver wow to our clients. 4. Client Retention - Maintains a minimum NPS score of 70 or greater and understands the impact of service quality on customer satisfaction. The Specialist strives to form a productive partnership with each client, following up on allproblems and inquiries to ensure full resolution to achieve a controlled client retention of 98%. 5. Payroll Process Improvement - Proactively evaluates current client and Thread internal processes to ensureeffectiveness and accuracy. Continued education on payroll knowledge and system abilities. Job Requirements Bachelor's degree (preferred) Certified Payroll Professional (preferred) 3+ years in customer facing role and a passion for helping other and providing award-winning support every day Professional communication through phone, email, and in person. Listening and providing empathy is crucial Interest in gaining knowledge on payroll tax and human resources, and benefit related topics Previous HR industry or HR & Benefits technology experience (a plus) Thread is an equal opportunity employer.
Company:
Thread HCM
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: HCM Account Manager
HCM Account Manager is a Sales Account Manager Job at Thread HCM located in Alpharetta GA. Find other listings like HCM Account Manager by searching Oodle for Sales Account Manager Jobs.
HCM Account Manager is a Sales Account Manager Job at Thread HCM located in Alpharetta GA. Find other listings like HCM Account Manager by searching Oodle for Sales Account Manager Jobs.