Managed Services Account Manager

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.

Overview

Works independently to provide customer service for multiple Paychex products. Ensures good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with Paychex policies and procedures. Proactively educates and informs clients, and initiates improvements based on client feedback. Has specialized depth and breadth of expertise in multiple Paychex products. Interprets internal or external issues and recommends solutions / best practices. Solves complex problems; takes a broad perspective to identify solutions. May lead functional teams or projects.

Responsibilities

Cultivates strong relationships with key clients and internal and external partners to deliver advanced quality service. Consults with clients and other partners to identify opportunities to enhance the Paychex service experience. Maintains an advanced working knowledge of multiple Paychex products, as well as industry practices and procedures. Identifies and implements opportunities for process improvements on a large scale. Demonstrates advanced skill level with systema and software packages, including HRIS, Salesforce, Flex, Core Advanced, and ORS. May represent the team on projects and initiatives. Serves as a mentor for less experienced teammates. Documents all interactions and uses the information to improve service. Understand the client's business and goals of the relationship with Paychex. Makes recommendations to optimize Paychex technology. Identifies potential risks and devises contingency plans to ensure client needs are being met. Makes recommendations regarding needs analysis and process improvements. Manages communications and meetings with internal team members to ensure tasks are being completed and deadlines met. (based on client product suite) Serves as coordination and communication channel lead for internal Paychex departments. Acts as liaison to resolve client issues regarding payroll and ancillary products to ensure client satisfaction and profitability requirements. Provides technical expertise on multiple product lines to resolve client concerns and Paychex policy, procedural, or system issues. MSAM acts as outsourced payroll personnel for client. Supports custom interfaces between Paychex platforms and third-party software to meet clients' needs. Creates, schedules and delivers custom reporting as defined by Managed Services Workflow Design client to client. Provides high level customer service support to streamline client contact points, providing professional and personalized customer service. Anticipates clients' needs and recommends new products, service enhancements and efficiencies to clients. Builds strong client relationships at decision maker level. Must be adaptable, strong time management and prioritization skills to provide customized quality service in an effort to retain and grow clients' utilization of Paychex services. Responds to client communication (phone, emails) in accordance with SLA guidelines, to resolve escalated issues, including payroll and ancillary product matters, "how-to" product inquiries, training needs and system issues. Maintains knowledge and keeps abreast of changes in Flex, FLEX HR, and Time and Attendance systems. Also includes Report Writer, General Ledger and software, trends in external applications (e.g. Excel, SharePoint, Office 365), and changes in wage and tax law to provide informed guidance to our clients. Corresponds with federal, state, and local tax agencies on behalf of clients to resolve problems. You will be required to work mandatory overtime during peak seasons to meet the demands of the business.

Qualifications

Bachelor's Degree - Preferred Compensation In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $22.85 - $45.63 hourly. 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.

Live The Paychex Values

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 accountable and deliver on commitments. Treat each other with respect and dignity.

What's In It For You?

We value your well-being : We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more. We value your time : From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best. We value your development : Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career. We value your perspective : Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard. We value our communities : We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.

Not sure if you meet every requirement? At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us. Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.