Job Details

Summary

The Sr Account Manager provides Thread customers a single point of contact for payroll, HR, and Benefits for our iSolved Platform. The role includes, but is 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 Manager owns each client and ensures 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 acts with the customer in mind. When faced with a difficult problem, the Sr Account Manager empathizes with the client, takes responsibility to resolve the issue, asks for help when needed, and understands the urgency and criticality of each situation, forming a trusted relationship with customers and colleagues. The Sr Account Manager demonstrates the core value of Deliver Wow and goes the extra mile to resolve problems while expanding their technical and situational knowledge to better serve clients.

Top 5 Responsibilities

1. HCM Support Respond to customer calls and tickets within the current metrics timeline and achieve timely call resolution. Email tickets should be answered quickly with the majority resolved within an average of 15 hours. Email responses should be clear, actionable, include screenshots, and be 100% accurate in technical knowledge. The Sr Account Manager also provides background support to team members' clients if their main contact is unavailable.
2. User Adoption & Training Proactively reach out to clients to identify new users and leaders. Provide one-on-one training when appropriate to increase user adoption of the iSolved Platform. Coordinate more formal training using available resources including iSolved University and Implementation. Proactively educate clients on new releases, products, and best practices. Train while responding to questions on the phone and email. The goal is to help clients become increasingly self-sufficient in using the system.
3. Client Retention Maintain a minimum NPS score of 80 or greater and understand the impact of service quality on customer satisfaction. Strive to form a productive partnership with each client, following up on all problems and inquiries to ensure full resolution and achieve high client retention.
4. Benefit Support Work closely with clients to resolve benefit-related issues promptly and effectively, collaborating with internal teams as needed to resolve complex benefit issues and ensure a seamless experience. Maintain clear and proactive communication with clients regarding benefit issues, updates, and resolutions.
5. ACA & Year End Support Ensure payroll-related items are accurately accounted for and support a smooth Year-End process for clients. While the Benefits Specialist primarily owns the ACA portion, collaborate with the specialist and other connections as needed to address client concerns and troubleshoot issues.

Technical Requirements

• Bachelors degree preferred
• Certified Payroll Professional preferred
• 3+ years in a customer-facing role and a passion for helping others with award-winning support
• 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 are crucial
• Interest in gaining knowledge on payroll tax, human resources, and benefit-related topics
• Traits required to succeed: 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, focusing on finding a solution

Culture Requirements

• Deliver Wow Go above and beyond for clients, partners, and other team members. Take the extra step to provide standout 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 culture, processes, and performance.
• Have Fun Bring a positive and playful attitude each week and contribute to the 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. Embrace challenges, develop knowledge and skills, and maintain a growth mindset.

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 repeatedly or constantly to lift, carry, push, pull or 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.