Client Account Manager

Position Summary

As a Client Account Manager, you will serve as the primary point of contact for a portfolio of client accounts. The Client Account Manager is the client’s main contact and works with clients and internal departments to assist in identifying and organizing services to provide support and ensure client satisfaction. This position plays a critical role in establishing client relationships and client retention. The CAM must possess the ability to manage multiple priorities, communicate effectively with clients, develop successful and strategic solutions, coordinate efficiently, meet deadlines, and closely monitor open projects to completion.   This role is responsible for ensuring client satisfaction by proactively managing the client relationship, addressing concerns, providing strategic guidance on HR and compliance matters, and coordinating internal departments (payroll, benefits, HR, risk management) to deliver seamless service experiences.   You will act as a trusted advisor to our clients, helping them optimize the value of our services including HR, payroll, benefits administration, workers' compensation, and compliance support. This role is consultative and client service oriented and acts as a gateway to other departments enhancing client experience. 

Key Responsibilities

1)      Building Relationships & Proactive Client Management

·        Responsible for enhancing the client and company relationship.

·        Serve as the main liaison between clients and internal departments.

·        Build and maintain strong, long-term relationships with assigned client accounts.

·        Conduct regular client review meetings to ensure satisfaction and address strategic goals.

·        Identify trends (i.e., frequent corrections) and offer proactive solutions.

·        Collaborate with internal teams (payroll, benefits, HR, risk, etc.) to ensure client needs are met.

·        Oversee resolution of client issues and service requests in a timely, professional manner.

·        Service multiple clients concurrently

·        Help ensure continuous process improvement in operations to enhance efficiency and accuracy.

2)      Consultive Communication and Support:

·        Recommend customized solutions to improve the client's workplace efficiency.

·        Monitor deliverables based on negotiated timelines, ensuring satisfaction of client expectations.

·        Proactively identifies client needs through meetings and assessments and coordinates HR to connect with clients regarding services, training, compliance and best practices to increase client engagement and retention.

·        Complete client service plan for each new client and update as needed.

·        Complete client reviews to ensure the type of work that the employees are doing is still accurate, the proper workers’ compensation codes are being utilized and all

codes have an employee tied to them.

·        Serve as first point of contact for clients, addressing issues or questions promptly.

·        Ability to be prompt, accurate, confidential and cordial in assisting clients with questions and problems.

·        Assist clients with questions or concerns.

·        Advise clients on best practices, compliance requirements, and employee relations.

·        Help clients navigate changes in labor laws, employee benefits, and workplace regulations.

·        Identify opportunities to optimize HR and administrative processes using our services.

3)      Client Onboarding and Retention:

·        Proactively identifies client needs through meetings and assessments and coordinates HR to connect with clients regarding services, training, compliance and best practices to increase client engagement and retention.

·        Support onboarding of new clients to ensure a smooth transition into PRO Resources.

·        Assist with client retention initiatives and renewal processes.

·        Proactively communicates and collaborates with Business Consultants to provide follow-up and resolve any concerns as necessary.

·        Complete client service plan for each new client and update as needed.

·        Complete client reviews to ensure the type of work that the employees are doing is still accurate, the proper workers’ compensation codes are being utilized, and all codes have an employee tied to them.

4)      Pro Software (HRIS) and HR Support

·        Complete HRIS client and/or employee training as needed.

·        Coordinate login maintenance requests and ensure proper paperwork/security authorization is given and are up to date.

·        Update HRIS database records and CRM records (i.e. client name, contacts, address change, etc.) and ensure proper parties are notified of the changes/updates.

·        Provide client and employee support

·        Ensure HRIS and other internal software programs are updated to ensure efficiency and accuracy as the client’s business evolves

5)      Compliance, Recordkeeping, Reporting and Client Training/Support

·        Generate and provide clients with accurate and timely requests and reports

·        Provide required report metrics and keep the client updated with their account, available features, etc.

·        Serve as a subject matter expert in onboarding and employee support tools in Pro Software. 

·        Work closely with clients to understand their needs, guide them through system functionalities, and overall employee support.

·        Maintain accurate and organized records, both physical and electronic, ensuring confidentiality and compliance with data protection laws.

·        Ensure all processes are compliant with federal, state, and local tax laws, including tax withholdings, deductions, and reporting.

·        Collaborate with payroll and other departments to ensure accurate employee data flow.

·        Provide reporting and analysis on client data, including payroll, benefits utilization, and risk.

·        Ensure client compliance with federal, state, and local employment laws.

Required Position Qualifications

·        Associates degree in related field is preferred. Bachelor’s degree from an accredited college or university preferred

·        Knowledge and previous experience with company payroll, benefits and compliance is preferred. 2+ years HR experience preferred

·        Demonstrates a consistently positive attitude and a collaborative, team-first mindset.

·        Approaches challenges with optimism, flexibility, and a willingness to learn.

·        Professional, approachable, and empathetic demeanor when interacting with employees and colleagues.

·        Strong attention to detail and accuracy, excellent organizational skills with the ability to manage multiple priorities and deadlines in a setting with multiple interruptions.

·        Ability to maintain confidentiality and handle sensitive employee information with discretion.

·        Demonstrated critical thinking skills - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

·        Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.

·        Customer/client service driven with a proven track record of working well in a team environment with minimal supervision.

·        Effective verbal and written communication skills with an ability to work in an organized manner. 

·        Proficiency in Word, Excel and Outlook.

·        Experience with payroll software (e.g. Pro Software, UKG, ADP, or similar platforms) is highly preferred.

·        SHRM-CP Certification is desirable

Our Benefits Package Includes:

• Paid Time Off, including Paid Birthday Off
• Company Paid Holidays
• Health Insurance, Dental, Vision
• Health Savings Account
• Flexible Spending Account
• Short Term Disability
• Long-Term Disability
• Life Insurance
• 401K
• Dependent Care Account
• Cancer Plan
• Hospital Confinement Plan
• Accident Insurance
• Employee Discount Program

Work schedule

• Monday to Friday