Job Description
Job Type Full-time Description Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us! Position Overview The Account Manager II is pivotal in resolving client payroll and HR system challenges while fostering exceptional customer relationships through fundamental technical expertise. The Account Manager II delivers outstanding customer service by effectively utilizing available resources and prioritizing issues. The role involves meeting performance metrics through inbound and outbound interactions, including phone conversations, Zoom meetings, and email exchanges. Serving as the primary point of contact within a dedicated client support team, the Account Manager II assumes full responsibility for maintaining and enhancing client relationships. Responsibilities Primary Responsibilities Issue Resolution – Maintain consistent availability, manage workloads for optimal accessibility, effectively troubleshoot and resolve client issues, and escalate when necessary. Client Focus- Champion clients' interests, delivering clear and effective resolutions. Collaborate with internal technical experts to provide optimal solutions. Timely Solution Delivery- Prioritize successful and punctual solution delivery in line with client requirements and internal service metrics. Metrics include availability, outbound adherence, first call & case resolution, minimal escalations, and high client retention & satisfaction. Leverage Resources - Appropriately leverage resources to source and validate answers, document issues while adhering to payroll policies, and ensure seamless client support. Embrace feedback and adapt behaviors as needed. System Capabilities – Ability to navigate systems and maintain advanced knowledge in Paylocity Products and Partners. Team Player – The ability to work cross-functionally, contribute to collective goals, and share insights. Fosters a cohesive and productive work environment. Expectations Dependability/Follow-Up: Proficiently multitask, respond promptly, and ensure timely follow-up. Problem Solve: Skillfully troubleshoot and resolve issues using knowledge, resources, and qualitative and quantitative information. Communication: Exhibit professional written and verbal communication consistently with internal and external stakeholders. Knowledge & Resourcefulness – Ability to effectively utilize internal resources and resolve issues to ensure minimal escalations and maintain a positive customer experience. Optimizing Products – Being the product expert while being current on product releases and mandatory training. Required Education & Experience Bachelor's Degree and a minimum of 1 year of experience in technical support, call center operations, or other high-volume customer-facing roles Experience in customer service or previous client interfacing role Strong computer skills, including Microsoft Office with proficiency in Excel Strong written communication skills for business correspondence. Strong team player with attention to detail Essential Skills: Analytical thinking, problem solving, time management, communication and decision-making Preferred Experience in team leadership or support roles – including coaching, training, peer mentorship, or acting as a subject matter expert (SME) Experience in payroll, finance, expense management and/or call center environment CPP, FPC, APA, and/or SHRM-CP certified Self-starter with the ability to handle multiple projects at once Physical Requirements Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day. Use of computer and phone systems: The employee must be able to o