Client Manager, Payroll and HCM Retention

• Cultivate and retain client relationships through demonstrated expertise and ongoing support
• Collaborate with strategic partners to identify at-risk accounts and execute retention and growth strategies
• Achieve retention metrics and ensure account profitability within the defined portfolio
• Interpret competitor offers and quotes and perform cost analysis
• Negotiate directly with customers using consultative conversations to retain accounts and maximize revenue
• Respond to account reviews, escalated customer issues, product information requests, account terminations, and reimbursement requests
• Stay current on Heartland Payroll service offerings and industry changes to assign appropriate solutions
• Identify relevant product offerings and recommend additional products to existing customers
• Answer inbound customer calls and resolve inquiries
• Manage and resolve customer complaints with excellent service and follow-up
• Align with sales and service teams to ensure customer satisfaction
• Identify attrition triggers and report portfolio attrition status to leadership
• Recommend solutions to customers, teammates, and leadership
• Maintain Salesforce compliance standards and detailed client documentation
• Participate in coaching for continuous improvement and team development

• Candidates should be comfortable with an on-site presence
• Demonstrated expertise in payroll and HCM client relationships
• Ability to cultivate and retain client relationships
• Ability to identify at-risk accounts and execute retention and growth strategies
• Ability to achieve retention metrics and account profitability goals
• Competence interpreting competitor offers and quotes and performing cost analysis
• Consultative customer negotiation skills
• Ability to respond to escalated customer issues, product information requests, account terminations, and reimbursement requests
• Knowledge of Heartland Payroll service offerings and relevant industry changes
• Ability to identify and recommend additional products for existing customers
• Customer inquiry and complaint resolution skills
• Salesforce record compliance and detailed documentation skills
• Commitment to coaching, continuous improvement, and team development
• Final candidates must complete post-offer verification processes related to the role and applicable laws

Demonstrates expertise in payroll and HCM client relationships, with a strong focus on cultivating and retaining client relationships while achieving retention metrics and account profitability. Proficient in consultative negotiation, customer complaint resolution, and maintaining Salesforce compliance standards.

• Payroll Expertise
• Client Relationship Management
• Retention Strategy Execution
• Consultative Negotiation Skills
• Salesforce Compliance

• Cost Analysis
• Retention Metrics Achievement
• Account Profitability Goals
• Product Recommendation
• Escalated Issue Resolution

• Customer Complaint Resolution
• Coaching and Team Development
• Excellent Service

• HCM
• Payroll Services
• Client Retention
• Account Management

• Salesforce