Senior Director Client Services - Executive
Paylocity
- Rochester, IL Schaumburg, IL
- $185,000-220,000 per year
- Permanent
- Full-time
- Lead and inspire a team of managers and individual team members providing strategic direction, guidance, mentorship, and execution discipline. Foster a high-performance culture that promotes teamwork, collaboration, and individual growth.
- Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
- Develops, evaluates, and implement strategies to gather and respond to client feedback.
- Works with cross-functional teams to align customer interests with business objectives. Identifies opportunities to improve service delivery.
- Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes.
- Ability to set the vision and culture for continuous process and quality improvement within the service center.
- Sr Director is responsible to develop present to key internal stakeholders on client services, retention and metrics showing overall health of client and employees' satisfaction and engagement.
- Leading and ensuring success of the Directors that are responsible for:
- Achieving high quality of service across the client base supported by their service center, meeting agreed upon departmental deliverables and ensuring key operational performance metrics are met.
- Provide necessary leadership to enhance and improve clients relationships through a high performing team of service personnel who are charged with “owning the relationships” of our clients. Manage cross functional team support and develop strong business relationships throughout the organization.
- Work with other service directors in Schaumburg and other centers to maintain consistent service model designs and processes and to drive change and improvement agendas across the service function.
- The Director may handle service delivery escalations that require senior management intervention to remedy any service failures.
- Ability to lead cross functional programs which reduce client and internal effort.
- Ensure all internal audit and compliance requirements are met. Oversee leaders that serve as point people for internal audit and compliance requests.
- Lead, coach, motivate and develop management staff. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
- Drives the Voice of Client (VOC) in with Product to influence the design and implementation of new product functionality and additional service offerings.
- Responsible for the ongoing communication and engagement of the client services teams to ensure employee understanding and engagement. Presents, along with management team, new policies and initiatives to team.
- Improve client loyalty as measured through NPS surveys and client retention.
- Create strategies for the team, in coordination with Sales, Product, Service and Marketing teams to align client success strategies with sales efforts and product roadmap. Provide valuable insights and feedback from clients to drive product enhancements and optimization opportunities.
- Achieve high quality of service across the client base supported by their service center, meeting agreed upon departmental deliverables, and ensuring key operational performance metrics are met. Regularly reports out to senior Paylocity leadership on success and clients at risk using a predictable and consistent methodology for reporting.
- Prepares and reports on location's annual budget (headcount plan, productivity goals and capital expenditures). Manage expenses to the established budget/plan.
- Ability to travel 25-50% for intenal or client-facing meetings.
- Minimum 10 years of senior leadership experience with emphasis on customer service (ideally in an HCM environment).
- Bachelor's degree required.
- Proven leadership competencies running multi-site service centers, call centers, or other similar operations.
- Proven experience leading through significant growth.
- Experience driving cross-functional process improvement initiatives.
- Results-driven and passionate about client service, leadership, client retention and relationship management.
- Skilled at identifying new business opportunities.
- Strong business and financial acumen.
- Experience with process design and roll-out in a B2B environment that keeps the client experience at the forefront of the decision making and implementation process.
- Broad knowledge of Payroll/HRIS/Time and Attendance or other B2B application.
- Strong judgment with the proven ability to balance growth, retention and profitability business goals against operational constraints and risk.
- Ability to build strong and effective relationships which introduce win-win solutions across departments and with clients.
- Ability to demonstrate leadership style, supported by clear understandable strategies with a strong focus on results.
- Demonstrated success as a strong and influential negotiator.
- Demonstrated ability implementing scalable business processes during periods of high growth.
- Proven ability to drive decisions and actions among diverse groups to achieve goals.
- Excellent verbal/written communication skills.
- Highly complex problem solving ability.
- Ability to work effectively and influence within the organization where the position does not have responsibility over functional teams but does have overall responsibility for client satisfaction/retention.
- Salesforce experience a plus.
- HCM or B2B SAAS technology experience preferred.