Leads a team of Client Retention and Relation leaders and professionals, driving client service, retention, and market growth. Promotes cohesion and partnership between Paychex locations, business units and stakeholders and ensures single line of site to overall Paychex goals and service objectives.
Responsibilities
- Drives innovation by identifying, leading and implementing continuous improvement, technologies and growth initiatives that impact results to enhance profitability and assist the organization to meet its business objectives and goals. Improves the client experience by gathering and analyzing technology opportunities and sharing with key partners. Effectively implements all retention strategies by working closely with the Enterprise to reduce the loss rate and maintain revenue.
- Enhances, provides and facilitates a proactive approach to retaining clients. Driving retention results by utilizing enhanced analytics to assist At Risk clients earlier in their life cycle.
- Ownership of the client concerns closed-looped process from start to resolution. Monitors the reactive client retention process to ensure that front line service providers filter save opportunities to the client retention teams in a timely manner. Adjusts the process as necessary to increase the speed to react to client escalations.
- Partners and works directly with members of the executive team to research and resolve high-level client concerns. Serves as a liaison between clients and Paychex to resolve client concerns for all products and services to ensure client satisfaction and revenue retention while making business recommendations on improving our overall customer experience.
- Creates and implements retention strategies based on peak loss periods or risk analytics. Communicates processes and changes effectively to retention teams and national partners to ensure effective operation of the team and meet or exceed retention goals.
- Provides leadership and oversight for service management in attracting and retaining a high performing, diverse workforce. Providing training and upskilling when applicable. Recruits, selects, hires and evaluates performance of personnel to ensure all department needs are handled appropriately and talent pipeline is established.
Qualifications
- Bachelor's Degree - Preferred
- 10+ years of experience in Experience with increasingly more responsible assignments in a profit center.
- 7 years of experience in Experience in management/leadership experience preferably in the areas of payroll, sales, retail, accounting, finance, or Human Resources.
- Strong verbal communication and listening skills.
- Effectively coaches and delivers constructive feedback.
- Demonstrates written communication skills.
- Ability to build strong customer relationships.
- Effectively coaches and delivers constructive feedback.
Compensation
In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $99,400 - 156,200 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.
EOE, including disability/vets