Hourly, Inc. is looking for a Customer Success Manager to join our growing team. As a Customer Success Manager, you will be responsible for managing and developing long-term relationships with our clients, ensuring their satisfaction with our products, and helping them achieve their business goals. Their main responsibility is to onboard new payroll customers, resolve client payroll and workers' compensation audit issues and retain clients by providing outstanding customer service through basic technical knowledge, effectively leveraging available resources, and prioritizing issues. The Customer Success Manager is the primary point of contact supporting a client base. This role takes full responsibility for the client relationship and on average has a book of business between $500k- 1 million and between 50-200 small to mid-size clients. The ideal candidate is passionate about customer service, has excellent communication and problem-solving skills, and can work independently in a fast-paced environment.
Responsibilities
Client Service Expectations
- Dependability/Follow-Up: Timely responsiveness & proactive follow up
- Problem Solve: Troubleshoot and problem solve by leveraging knowledge, resources, qualitative and quantitative information
- Communication: Provide professional & appropriate internal/ external communication as well as progress updates to all stakeholders
- Guidance: Provide guidance on Payroll and workers comp audit best practices, organizational change management, and Hourly product fit
- Implement and optimize products: Ability to implement ancillary products and features and optimize client set-up
Account Manager Responsibilities
- Issue Resolution – Able to be available on a timely and consistent basis, manage workload to maintain availability, problem solve, troubleshoot & effectively resolve issues for the client; escalate when needed
- Client Focus - for each customer holding primacy for (1) creating rapport (2) appropriate sense of urgency and tone (3) understanding the question (4) and effective interactions, guides, and client instructions
- System Capability – Ability to navigate w/in the Hourly systems
- Leverage Resources - Appropriately & effectively use resources to find and validate answers, resolve, and document issues in a way that adheres to payroll policies and ensures seamless client support. Listens to feedback, seeks to understand and adjusts behaviours as needed
Requirements
- GED equivalent credentials, Bachelor’s Degree preferred
- 3+ years of experience in customer service or previous client interfacing role
- Strong computer skills including Microsoft Office, and Excel
- Experience in payroll and/or call centre environment
- Completion of or strong interest in CPP, FPC, APA, and/or SHRM-CP certifications
- Excellent communication and interpersonal skills, ability to build rapport and trust with clients
- Proven ability to understand client needs and develop customized solutions that meet those needs
- Strong problem-solving and analytical skills
- Ability to work independently and prioritize tasks in a fast-paced environment
- Familiarity with CRM, Helpdesk, and Project Management software tools.
- The working hours for this position are Monday - Friday, 9:00am - 6:00pm (PST)
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Last updated on Jul 11, 2023