HCM Account Manager; REMOTE

Thread is a human capital management company that delivers superior personal service and great technology. Our mission is to build high‑performance, high‑culture companies. We believe in delivering wow to those we interact with, including 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.

The Account Manager provides a single point of contact for 50 to 100 Thread customers for Payroll, HR, and Time using our iSolved Platform. Responsibilities include troubleshooting, technical support, training, and customer service for all aspects of iSolved. The Account Manager is the front line for customer retention and satisfaction and a key driver of our company NPS. The role owns each client and ensures payrolls are processed accurately, users are properly trained, and assistance requests are answered in a timely manner.

• Support:
  Respond to customer calls and tickets within 90 minutes and resolve majority of email tickets within 24 hours. Provide clear, actionable instructions with screenshots and ensure all technical information is accurate.
• Client Training:
  Serve as SME for iSolved training and conduct training for new and existing clients, as well as internal staff to improve adoption and alignment within the platform.
• Client Engagement:
  Proactively reach out to clients to provide additional training, troubleshoot issues, perform proactive monitoring, and any other activities that help deliver wow to our clients.
• Client Retention:
  Maintain a minimum NPS score of 70 and understand the impact of service quality on customer satisfaction; work to achieve 98% client retention.
• Payroll Process Improvement:
  Proactively evaluate current client and Thread internal processes for effectiveness and accuracy; continue education on payroll knowledge and system abilities.

• PST/MST working hours preferred.
• Bachelor’s degree preferred.
• Certified Payroll Professional (Preferred).
• 3+ years in a customer‑facing role and a passion for helping others with award‑winning support.
• Advanced knowledge of Microsoft Excel.
• Professional communication skills via phone, email, and in person; listening and empathy are crucial.
• Interest in payroll tax, HR, and benefit related topics.
• Traits: 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 manage multiple priorities.
• Demonstrated ability to resolve issues and maintain strong client relationship skills; focus on finding solutions.

Salary: $28.85 - $33.65 per hour.

Thread is an equal opportunity employer.