Executive Client Success Representative - Oklahoma City, United States - Paycom Online

Paycom Online Oklahoma City, United States

4 weeks ago

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Description

The Executive Client Success Representative (ECSR) is responsible for providing world-class service and top-tier support to clients.

They retain and strengthen client relationships by providing proactive consultation, best practice solutions, and business strategies for optimizing system usage.

The Executive Customer Success Representative acts as a partner and project manager to clients to ensure maximum ROI is realized in all areas of the system.

They work with clients to map current processes, understand pain points, and identify areas of improvement to maximize efficiencies.

The Executive Customer Success Representative also acts as an internal leader by sharing these improvement opportunities to further develop the product and delivery from other roles and departments to enhance the overall system experience, drive usage, and client retention.

RESPONSIBILITIES

Identifies trends through customer interactions and account analytics to present strategic solutions to a customer that maintains and improves client retention by improving their ROI on the Paycom system.
Partners with customer decision makers to understand business needs and goals and tailors service approach accordingly.
Maintains relationship with client executives through quarterly executive benchmarks, annual on-site visits, etc.
Manage and build relationships with assigned book of long-term clients via outbound phone calls, conference calls, webinars, and on-site support as needed.
Coordinates with internal departments and drives resolution on any customer projects to drive employee usage and customer health leading to client retention.
Partners with client on change management strategies to ensure total client/employee adoption of Paycom software and services.
Application of project management skills such as PMP, Agile or Scrum and/or process management skills like Six Sigma and LEAN.
Proactively reaches out to customers to identify new users and leaders.
Provides one-on-one training when appropriate to make a customer successful.
Responsible for the training and adoption of any new products the customer purchases as well as new features Paycom releases.
Resolves customer inquiries within 10 minutes via phone and achieves same call resolution. For email, responds and resolves the client concern within 2 hours with 1 email. This is accomplished utilizing Email, Paycom System, and Phone to receive and answer inquiries from clients.
Partners with internal departments to ensure appropriate usage strategies are in place; acts as feedback loop to client facing departments to ensure usage driving practices are effective.
Investigate, troubleshoot and resolve a high volume of client inquiries received through both phone and e-mail while anticipating additional questions and needs
Provide proactive service and consultation to maximize client employee usage and overall system utilization
Provide mentorship and new hire and individualized training to all levels of Specialists
Acts as a subject matter expert in multiple modules of the Paycom solution.
Engage in user acceptance testing and provide feedback on new rollouts and system changes based on client feedback and own experiences
Act as a backup for Team Leader in their absence for escalations, team meetings and other duties as necessary
Enter relevant information into the CRM system after each contact with a client to ensure quality data to enable effective client retention.
Actively engage in continuous learning and self-improvement to complete required training programs and enhance system knowledge and stay up to date on legislation impacting clients

Qualifications

Education/Certification:

Bachelor's degree

Experience:

1 year of experience working within the Paycom system as an administrator or client-side user with advanced knowledge and understanding of most Paycom applications, and 1 year of professional working experience in an elevated/high end customer service/client facing role.
1 years of experience working in a client facing role, resolving a high volume of client inquiries.
Advanced experience utilizing Excel for imports and exports of data and performing moderately complex tasks, such as working with large data sets, pivot tables, and completing formulas.
Experience troubleshooting complex client inquiries utilizing problem-solving and analytical skills
Demonstrated collaboration and experience influencing and persuading business leaders and executives.
Proven ability to serve as lead project manager over multiple client accounts including but not limited to initiating change management strategies and creating solution implementation plans.

PREFERRED QUALIFICATIONS

Education/Certification:

Project and/or process management certifications
SHRM-CP
Lean Six Sigma White or Green Belt
Prior leadership roles with demonstrated experiences in organizing people to reach a goal.

Skills/Abilities:

A passion for helping others and providing world class support every day.
Technically savvy with the advanced knowledge and ability to instruct clients on the use of Paycom products
Comfortable with high-volume inbound and outbound calls and using persuasion and influence to drive outcomes.
Ability to analyze data/trends and understand customer business models
Professional communication through phone, email, and in person. Listening and providing empathy is crucial.
Computer skills in Windows and MS office suite, specifically Excel, and the ability to easily learn new applications.
Ability to work within a team to initiate solutions and to assist team members in meeting performance goals.
Adapt and thrive in a fast-paced, changing environment
Self-motivated to complete assigned tasks and projects on time
Ability to maintain organization of multiple tasks and projects
Detail oriented
Willingness to work overtime and additional hours outside normal shift. Working some weekends will be required to meet team and department goals
Demonstrates understanding of payroll and HRIS best practices
Advanced project management and planning skills
Maintains professional appearance and demeanor
Ability to prioritize objectives and manage time with little direction
Able to operate in de-escalation and key decision-making scenarios with minimal guidance from direct supervisor
Takes initiative to seek personal and professional development opportunities

COMPETENCIES

Ensures Accountability:

Holds self and others accountable to meet commitments.

Customer Focus:

Builds strong customer relationships and delivers customer-centric solutions.

Decision Quality:

Makes good and timely decisions that keep the organization moving forward.

Action Oriented:

Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Plans & Aligns:

Plans and prioritizes work to meet commitments aligned with organizational goals.

Ensures Accountability:

Holds self and others accountable to meet commitments.

Collaborates:

Builds partnership and works collaboratively with others to meet shared objectives.

Communicates Effectively:

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of difference audiences.

Instills Trust:

Gains the confidence and trust of others through honesty, integrity, and authenticity.

Self-Development:

Actively seeks new ways to grow and be challenged using both formal and informal development channels.

Situational Adaptability:

Adapts approach and demeanor in real time to match the shifting demands of different situations.

_Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. *To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information:_
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