Sr Manager, CX Technology

Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture.

Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential.

The Sr Manager of Client Experience Technology Strategy will be responsible for driving the strategy, adoption, and implementation of our Client Experience technology stack, which is used by over 1,600 associates across Implementation, Client Loyalty, and Client Service. Your primary objective will be to leverage these technologies to optimize customer interactions, improve efficiency, drive business growth, and improve the overall client experience.

As the Sr Manager of Client Experience Technology Strategy, you will collaborate with cross-functional teams, including Sales, Marketing, Finance, and IT, to ensure seamless integration and utilization of these tools.

• Develop and execute a holistic strategy for , Gainsight, Observe AI, Genesys, Gong, Calendly, and other related technologies to enhance the client and associate experience. Ensure we are maximizing adoption and value of these applications across the enterprise.
• Lead a team of technical resources who will configure the applications in our technology stack. Provide leadership and guidance for them to advance their careers.
• Lead a team of Business Analysts who will meet with stakeholders to understand business requirements and translate them into technical solutions.
• Be a thought leader throughout the business on best‑practices for using technology to improve the customer experience. Stay up‑to‑date with industry trends and emerging technologies (such as AI), evaluating their potential impact on our client experience strategy.
• Build models to show Return on Investment (ROI) for our technology investments. Provide regular reports and updates to senior leadership on the progress and impact of client experience technology initiatives.
• Drive the adoption and utilization of these tools across the organization, partnering with our Learning team to train and support end‑users. Manage and prioritize the CX technology roadmap to ensure we are working on the most valuable items for the business.
• Monitor and analyze key performance metrics to identify areas for improvement and optimize the client experience.
• Manage vendor relationships, including contract negotiations, performance evaluations, and ongoing support.
• Be a strong partner with our Salesforce team in IT to collaborate on solutions and ensure we remain compliant with processes and procedures.

• Bachelor's Degree - Required
• 7 years of experience in driving a technology strategy with applications such as , Gainsight, Observe AI, Gong, and Calendy.
• Experience leading Salesforce Administrators, Business Analysts, and other technical resources.
• certifications (e.g. Administrator, Sales Cloud, Service Cloud) are strongly preferred.

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $130,000-$222,000 annually. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally…