HCM Account Manager

This range is provided by Thread HCM. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$28.85/hr - $33.65/hr

Thread is a human capital management company which delivers superior personal service and great technology. Our mission to build high-performance, high-culture companies, is not something we just say; it's something we practice. We believe in delivering wow to those we come in contact with and that includes our team. Happy employees make happy clients, which helps everyone grow. We're connecting people and technology for a better workplace and are looking to add an HCM Account Manager.

Summary

The Account Manager provides between 50 to 100 thread customers a single point of contact for Payroll, HR, and Time for our iSolved Platform. This includes, but not limited to troubleshooting, technical support, training, and customer service for customers utilizing all aspects of iSolved. The Account Manager is the front line for both customer retention and satisfaction and a key driver of our company NPS.

The Account Managers "owns" each client and takes great pride and responsibility to ensure that payrolls are processed accurately, users are appropriately trained, and requests for assistance, questions and fixes are answered in a timely manner.

Must have payroll processing experience.

1. Support - The Account Manager strives to respond to customer calls and tickets within 90 mins
* and achieve same call resolution (
* current goal is 90 mins as we streamline operational support). Email tickets should be responded to as quickly as possible with the majority resolved within 24 hours. Email responses are clear, memorable and have actionable instructions including screenshots and are 100% accurate in terms of technical knowledge. The Account Manager also provides background support to team members' clients if their main contact is unavailable.

2. Client Training - Be the SME for iSolved training and perform all training for new clients and proactively train existing clients and internal staff to improve adoption and alignment into the iSolved platform.

3. Client Engagement - Proactively reach out to clients to assist with additional training to improve adoption, issue resolution, proactive monitoring, and various elements to help us deliver wow to our clients.

4. Client Retention - Maintains a minimum NPS score of 70 or greater and understands the impact of service quality on customer satisfaction. The Specialist strives to form a productive partnership with each client, following up on all problems and inquiries to ensure full resolution to achieve a controlled client retention of 98%.

5. Payroll Process Improvement - Proactively evaluates current client and Thread internal processes to ensure effectiveness and accuracy. Continued education on payroll knowledge and system abilities.

• Bachelor's degree preferred
• Certified Payroll Professional (Preferred)
• 3+ years in customer facing role and a passion for helping other and providing award-winning support every day
• Advanced knowledge of Microsoft Excel.
• Professional communication through phone, email, and in person. Listening and providing empathy is crucial
• Interest in gaining knowledge on payroll tax and human resources, and benefit related topics
• Traits required to succeed in this role: detail oriented, organized, self-motivated, project/deadline driven
• Previous HR industry or HR & Benefits technology experience (a plus)
• 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. Focused on finding a solution because there is always a way to get it done!

Thread is an equal opportunity employer.

Associate

Full-time

Management

Human Resources Services