Senior Client Support Analyst

Paycor    Cincinnati, OH
Job Description
Senior Client Support AnalystCincinnati, OH Job Summary Paycor, Inc. is seeking a client-focused, highly energetic, and experienced individual to join our team as a Senior Client Support Analyst responsible for acting as a Subject Matter Expert in coaching less experienced specialists and partnering with managers in handling escalated issues for clients. This individual contributor will have responsibility for maintaining advanced knowledge of Paycor’s Payroll, Time and HR Software and aiding in the cross-team development of best practices and roadmap solutions for delivery to their team of Support Specialists. He/she will be able to think strategically and execute tactically. The ideal candidate will be customer-focused, detail oriented, articulate and credible with the ability to instill confidence in our clients’ most senior leaders. As part of the Client Service Support integrated team, the Senior Client Support Analyst requires proven matrix-management skills and facilitation with other internal cross-functional groups. This individual will work closely with Sales, Implementation and Support teams to make a direct impact on achieving highly satisfied clients and helping Paycor to reach financial targets. To that end, the Senior Client Support Analyst must approach the customer experience as an ever-improving initiative. The ideal candidate will deliver new process efficiencies, services and increased revenue opportunities, and identify key drivers for driving client loyalty and retention. Essential Duties and Responsibilities
  • Coach less experienced specialists in resolving complex client service issues and take a primary role in the on-boarding and integration of new specialists including review of training, procedures and other benchmarks
  • Partner with the manager to act as an escalation point for clients
  • Actively participates in problem identification and resolution with the team and coordinates resolutions between appropriate parties to ensure client satisfaction
  • Coaches and trains the team based on defined learning plans and team policies
  • Support the manager in determining if associates need re-training and provide a course of action
  • Contribute to the performance feedback of associates by providing feedback to the manager for Connect Performance Feedback sessions
  • Leads frontline quality through account audits to ensure quality is met; partners with the manager to provide coaching and reporting to individual associates as needed
  • Maintain documentation and recommends new approaches, policies, and procedures to influence continuous improvements in department s efficiency and services performed
  • Maintain a working environment that is energized, motivated and contributes to the positive welfare of associates
  • Interfaces with external and internal customers to ensure optimal efficiency of service levels and quality.
  • Maintains process of monitoring for errors and notifies manager of any repeated trends
  • Assist in resource management, including workload allocation and absences
  • Assist in the regular gathering and reporting of specialist activity
  • Assist with execution of controls for daily, weekly, monthly, quarterly and year end metrics. Provide analysis and feedback to Supervisor/Manager on improving team performance and efficiency.
Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.
  • 4 year degree in Business Administration or related field
  • 6-8 years client relationship management experience; including managing a book of business made up of mid-market (semi-complex) clients
  • Experience with Human Capital Management and/or Payroll applications strongly preferred
  • Strong problem solving skills
  • Demonstrated leadership in managing customer relationships for a managed services and or SaaS organization
  • Proven effectiveness in influencing clients; desire and ability to communicate and negotiate with clients when necessary
  • Strong oral and written communication skills with the ability to conduct presentations in a large group
  • Highly motivated and team oriented
  • Organized with exceptional follow through
  • Experience with SalesForce.com and/or client management analytics software preferred

Mon, 16 Sep 2019 06:27:18 GMT

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