Client Service Manager

A Client Service Manager works closely with key clients to analyze requirements, develop and manage a conversion strategy to install the client account within established project timeframes that meets client and Adams Keegan processing objectives. This individual is 100% responsible for new client implementation and on-boarding experience. Trains and provides first level product support to client in HRIS system. Following implementation, this key individual will be responsible for the client's overall satisfaction and retention. Responsible for addressing and solving client issues through hands on research and problem solving, leveraging internal and external resources as needed. Promoting total client satisfaction by establishing a sound business relationship between client and Adams Keegan. By serving as an internal client advocate, the Client Service Manager will proactively monitor the client’s satisfaction through regularly scheduled calls and visits. Maintains comprehensive records on service activities to monitor client satisfaction. Educates the client on technology enhancements. Coordinates special request, reports and queries. Research, resolve and respond to telephone and e-mail inquiries from client employees. Individual must exercise sound independent judgment to manage projects and client expectations. Must possess excellent communication skills.

ESSENTIAL FUNCTIONS:

• Collects and analyzes client requirements and works with client's payroll, HR and IT staff to design appropriate solutions
• Demos system with sales team via webinar and on-site presentations
• Responsible for entering new client data directly into HRIS system
• Coordinates and conducts new client enrollments involving: employee onboarding
• Analyzes and organizes employee data history at new client transition for distribution to appropriate departments
• Conducts thorough transition meetings with operations department and client services
• Thoroughly trains new client contact on HRIS system & is the key contact for the client
• Works with Payroll, Benefits and HR department to resolve client issues in a timely and accurate manner
• Proactively monitor client satisfaction through regularly scheduled calls and visits.
• Research, resolve, and respond to telephone and e-mail inquiries from client & client employees regarding: benefits, payroll, WC, and web-based HRIS

Education

Bachelor degree in Human Resource, Business Administration or related field

Technical

Two to four years experience in Client Relationship Management with an emphasis on:

• Proven proficiency in building and managing client relationships
• Knowledge of principles and practices of human resource administration (new hire process, benefits, payroll)
• Excellent organizational, time management, oral and written communication skills
• Strong presentation and interpersonal skills
• Excellent computer proficiency (MS Office, Excel, Outlook, HRIS)

PM19