Sr HCM Account Manager (REMOTE)

Summary

The Sr Account Manager provides Thread customers a single point of contact for payroll, HR, and Benefits for our iSolved Platform. The includes, but not limited to troubleshooting, technical support, training, and customer service for customers utilizing all aspects of iSolved. The Sr Account Manager is the front line for both customer retention and satisfaction and a key driver of our company NPS. The Sr 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.

The Sr Account Manager also provides analysis and testing for potential solutions to customer inquiries and always does so with an attitude of gratitude and the customer in their mind. When faced with a difficult problem, the Sr Account Manager empathizes with the client, takes full responsibility to resolve the issue, asks for help when needed, and understands the urgency and criticality of each situation thus forming a trusted relationship with their customers and colleagues. The Sr Account Manager exhibits the core value of 'Deliver Wow ' and goes the extra mile to resolve a problem and takes every opportunity to learn and expand their technical and situational knowledge in order to better serve clients.

Top 5 Responsibilities

• HCM Support - The Sr Account Manager strives to respond to customer calls and tickets within the current metrics timeline in place and achieve the same for call resolution. Email tickets should be responded to as quickly as possible with the majority resolved within an average of 15 hours. Email responses are clear, memorable and have actionable instructions including screenshots and are 100% accurate in terms of technical knowledge. The Sr Account Manager also provides background support to team members' clients if their main contact is unavailable.
• User Adoption & Training- Proactively reaches out to clients to identify new users and leaders. Provides one-on-one training when appropriate to make a client more successful and increase user adoption of the iSolved Platform. Coordinates more formal training using all available resources including, iSolved University, and Implementation. Proactively educates clients in new releases & products along with shared best practices. Take the time to train while responding to questions on the phone and emails. The goal is to assist clients to become increasingly self-sufficient in getting the full value out of the system.
• Client Retention - Maintains a minimum NPS score of 80 or greater and understands the impact of service quality on customer satisfaction. The Sr Account Manager strives to form a productive partnership with each client, following up on all problems and inquiries to ensure full resolution to achieve a controlled client retention of 98%.
• Benefit Support - The Sr Account manager will work closely with clients to ensure their benefit-related issues are resolved promptly and effectively while collaborating with internal teams (as needed) to resolve complex benefit issues, ensuring a seamless experience for clients. Additionally, the Sr Account Manager will maintain clear and proactive communication with clients regarding benefit issues, updates, and resolutions.
• ACA & Year End Support- The Sr Account Manager will focus on ensuring that all payroll-related items have been accurately accounted for, ensuring a smooth and successful Year-End process for clients. While the Benefits Specialist primarily owns the ACA portion, the Sr Account Manager will collaborate with the specialist, along with any additional connections needed, to address client concerns and troubleshoot issues.
  
  

TECHNICAL 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
• Previous HR industry or HR & Benefits technology experience (a plus)
• Advanced knowledge of Microsoft Excel preferred
• 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
• Traits required to succeed in this role: detail oriented, organized, self-motivated, project/deadline driven
• Strong team player who thrives in a collaborative environment
• Strong problem solver with analytical aptitude
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
• Demonstrated ability to resolve issues and maintain strong client relationship skills. Focused on finding a solution because there is always a way to get it done!
  
  

CULTURE REQUIREMENTS

• Deliver Wow - Go above and beyond for clients, partners, and other team members. Take the extra step to provide stand-out service.
• Own it! - Demonstrate ownership and resourcefulness to improve the overall client experience and internal processes.
• Make it Better - Share and implement ideas and strategies to improve our culture, processes, and performance.
• Have Fun - Bring a positive and playful attitude each week and add to the overall company culture. Make work enjoyable.
• Attitude of Gratitude - Show a strong sense of gratitude and stewardship to clients, partners, and other team members.
• Pursue Growth - Think about your future and the future of Thread. Have a growth mindset, embrace challenges, and continue to develop your knowledge and skills.
  
  

PHYSICAL DEMANDS AND WORKING CONDITIONS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
• Sedentary work: Exerting up to 25 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
• Stooping, crouching, reaching, standing, and walking are occasionally required.
• Talking, hearing, and seeing with close visual acuity are frequently required.
• Keying data is repetitive motion and is frequently required.
• The position is not substantially exposed to adverse environmental conditions.
  
  

Thread is an equal opportunity employer.