JOB SUMMARY:

OnPay seeks a Client Success Manager responsible for creating a positive client experience by leading on complex requests while maintaining exceptional customer service. As a Client Success Manager, you will be the go-to person for our clients by ensuring all complex requests are resolved promptly. You will also conduct project-based touch points with clients, reviewing their experience and developing necessary action plans.

TRAITS AND SKILLS WE SEEK

• Detail-oriented
• Exceptional communication skills
• Comfortable working on multiple projects simultaneously
• High sense of urgency and prioritization
• Strong decision-making skills
• Strong ability to build relationships with both internal and external clients
• Highly organized with exceptional follow-through; former project management work a plus
• Highly professional business acumen
• Positive attitude and passion for customer loyalty
• Proven effectiveness in handling technical client requests
• Domain knowledge a plus (SaaS, Payroll HR software providers)
• Highly motivated and team-oriented

EDUCATION AND EXPERIENCE:

• FPC and/or CPP required
• Four years of relevant payroll industry experience required
• Strong customer service experience
• Experience measuring and communicating key customer success metrics
• College experience (degree strongly preferred)

• A client-facing role that provides phone and ticket support when responding to client’s complex requests
• Manage requests via proper documentation, utilizing internal resources and tracking each issue to resolution
• Maintain an understanding of other department’s workflows to efficiently facilitate project-level client requests
• Foster positive relationships with clients through complex and/or time-sensitive issues
• Maintain an excellent understanding of the OnPay system
• Documenting every client interaction to improve client service quality
• Deliver best practices to clients to help improve the overall experience