Vice President Client Services
Position Overview The Vice President of Client Services is responsible for the overall strategic leadership, delivery and success of the Client Services Department and process. Provides overall Service and Support strategy, ensures servicing alignment with business and clients, raises awareness on key issues requiring escalation, communicates progress timely to Executive Leadership, facilitates the growth of professional staff, works with Sales, Implementation and other functions to enhance client satisfaction regarding service requirements. Works with product leadership to provide insight into voice of the client and client experience to influence product development priorities. Supports and/or leads corporate initiatives, and assists with driving the overall HCM agenda. Primary Responsibilities Exceptional leader with demonstrated ability to motivate, inspire and elevate team performance Ensure team is the HCM consultative knowledge expert for Client Sets strategy and direction for the Client Service and Support Team to achieve a high quality of service across the client base Deliver outstanding client experience and satisfaction with client service team and products Reinforcement of Client buying decision and value Paylocity brings to the partnership throughout their tenure with Paylocity Effectively plans, budgets, and manages Client Service Department. Manage expenses to the established budget/plan. Builds strong relationships internally with Sales, Implementation, Product Leadership and other cross-functional teams to facilitate effortless client experiences. As part of the Executive management team, proactively identify and mitigate risk. Successfully attracts, manages, retains, and develops employees (including succession planning). Responsible to define and drive KPI and measurement focus for both people and process that delivers continuous improvement and flawless execution. Provide customer feedback to Sales, Marketing and Technology teams regarding feature requests and product enhancements Determines organizational structure and development needs for the client service department. Creates workforce forecasting and plans to ensure staffing for the client service function, appropriate training plan and career-path development for our evolving business needs Work with Client Service directors to maintain consistent service model designs and processes and to drive change improvement agendas across the service function Drive client loyalty and satisfaction through cross functional continuous improvement efforts, as measured through client retention, NPS surveys, client Effort Score Surveys, and other KPI's Education and Experience Undergraduate degree is required, Masters degree is preferred 10
years of related client service and project experience 10
years of experience in senior leadership roles; managing other leaders to drive business results and working collaboratively with other teams across the organization Large scale deployment of system or service solutions Experience with HCM technologies is preferred and an understanding of the commercial drivers in the HCM industry Technology experience is preferred Experience in a high growth environment Strong collaborative, negotiating, influencing, leadership and decision-making skills
Salary Range:
$200K -- $250K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
years of related client service and project experience 10
years of experience in senior leadership roles; managing other leaders to drive business results and working collaboratively with other teams across the organization Large scale deployment of system or service solutions Experience with HCM technologies is preferred and an understanding of the commercial drivers in the HCM industry Technology experience is preferred Experience in a high growth environment Strong collaborative, negotiating, influencing, leadership and decision-making skills
Salary Range:
$200K -- $250K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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