PAPER TRAILS
Client Services Manager
Salary $75,000 – $85,000 (hybrid position)
Our client, Paper Trails, a payroll company with offices in Topsham and Kennebunk, Maine, is seeking a Client Services Manager to be responsible for expanding, fostering, and protecting client relationships. The successful candidate will develop an account management program for working with existing clients to best understand their needs and develop strategies to solve payroll and HR problems, focusing on retention of their most valuable clients. The ideal candidate will possess excellent communication skills, a proactive mindset, and a knack for problem-solving. Are you our candidate?
This is a hybrid position with the expectation that the successful candidate will spend at least 3 days per week onsite in the Kennebunk, Maine office. Regional travel to client sites may be required.
As Client Services Manager, you will:
- Develop an account management process to manage and protect client relationships and improve client outcomes.
- Manage relationships with assigned clients and maintain regular contact.
- Identify potential service or client experience concerns from clients or internal team members and tap into appropriate resources to resolve problems and improve client outcomes.
- Engage with the team to identify opportunities to improve the ongoing client experience.
- Protect Paper Trails from potential loss of revenue due to client attrition.
- Continually assess whether the services provided to clients fully meet their needs and seek out opportunities to upsell and cross-sell.
- Conduct demonstrations of products and services such as timekeeping, new employee onboarding, benefits administration, expense management, and HCM features of the software.
- Provide basic troubleshooting assistance to clients and escalate to internal resources when necessary.
Qualifications:
- Impeccable customer service skills
- Exceptional communication and presentation skills
- Ability to proactively identify and address client concerns and recognize upselling opportunities
- Strong Windows Operating System Knowledge and Strong Skills with Microsoft Outlook, Teams, Word and Excel
- A background in financial accounting or human resources degree preferred
If you’re interested, please submit a cover letter and résumé.
