Overview

Leads the PEO Client Advocate associates to deliver superior results for PEO clients as measured by client retention, net promoter score (NPS), and other measures. Manages results at team and individual level, analyzes performance trends and coaches behaviors that result in superior customer service and meeting departmental goals. Provides direction, guidance, support and development to the PEO Client Advocate Team related to productivity and employee engagement. Identifies process and service gaps and recommends solutions. Works with and influences all business partners to deliver an excellent, integrated client experience. Implement initiatives based on the overall PEO strategy.

Responsibilities

• Leads a team of Advocates that own the client relationships in the Small (10-99) and Mid-size client (100-199) segments. Manages a team of Advocates that will grow revenue per client and will be responsible for that group’s success in this metric. Guides a team of Advocates the achieve revenue and retention targets by providing exceptional service and retaining existing clients.

• Responsible for and uses tools available to deliver satisfactory client experience and net promoter scores across a team of Advocates.

• Utilizes data and reporting tools to deliver VOC results and achieve retention goals at the team and individual level.

• Effectively coaches advocates per departmental expectations. Meets with individual advocates in effective and regularly scheduled 1:1 sessions to drive performance and engagement; utilizes appropriate tracking tools to record efforts. Addresses performance and behavioral improvements in a reasonable and time appropriate manner, utilizing our corrective action process as necessary. Leads engaged team as indicated by relevant tools, including WAGGL or similar measures

• Assists senior manager achieve departmental goals, including service, growth, retention, and financial.

• Develops and recommends policies and procedures designed to promote service philosophy and improve productivity for Client Advocates to ensure quality service is provided to all clients.

• Recruits, selects, hires and evaluates performances of personnel including expanding functional personnel within the client advocate team as needed to ensure all department and clients needs are handled appropriately. Counsels and develops team for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.

• Remotely develops and leads Advocates located in other locations to ensure quality service and employee engagement.

• Ensures operation of Client Advocates are in accordance with company policy and procedures. Recommends operational changes in response to changing conditions.

• Ensures an environment of cooperation, communication, and support exist between PEO Client Advocates, other areas of the PEO and our partners throughout the company that support PEO products and services.

• Other duties as assigned to support the general purpose of this position’s function.

Qualifications

• Bachelor's Degree in Business, Administration, Finance or Accounting - Preferred

• 3 years of experience in management or leadership in a busines to business customer service environment or high growth business operations setting. Experience managing in a profit and loss unit with design and improvement experience and at least five years service experience in business to business environment.

Compensation

In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $66,100 - $103,900 annually. 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.