Client Manager, Payroll and HCM Retention

Overview

Responsible for client relationship cultivation and retention, inspiring confidence through demonstrated expertise and meeting ongoing client needs. Collaborate with strategic partners to identify at-risk accounts and execute mutually agreed strategies to retain and grow relationships. Responsible for achieving set retention metrics ensuring the profitability of accounts within the defined portfolio. Interpret competitor offers/quotes and perform cost analysis. Negotiate directly with customers using consultative conversations to retain accounts and maximize revenue potential.

Respond quickly and effectively to all requests for account reviews, escalated customer issues, product information, account terminations, reimbursements, etc., whether from internal or external customers. Stay current on Heartland Payroll service offerings and important industry changes to assign appropriate solutions to customer requests. Identify product offerings for existing customers and suggest additional products that may benefit a customer’s business. Answer inbound calls from customers and resolve inquiries.

Manage and resolve customer complaints while providing excellent service and follow-up interactions. Ensure alignment with sales or service teams to ensure customer satisfaction. Identify triggers for attrition and represent the current status of attrition to leadership, recommending solutions to customers, teammates and leadership. Maintain compliance standards for Salesforce records and detailed documentation of client status and interactions. Demonstrate commitment to receiving necessary coaching for continuous improvement and team development.

• On-site presence to support collaboration, team leadership, and cross-functional partnership.

At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.

• Physical Wellness:
  Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
• Mental Wellness:
  Generous paid time off and holidays;
  Employee Assistance Program (EAP); and a complimentary Calm app subscription.
• Financial Wellness:
  Immediate vesting in a 401(k) plan;
  Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
• Family Care:
  Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting