Client Experience Manager

2 days ago

Australia beBeePayroll Full time $90,000 - $120,000
Job Title: Client Engagement Manager

We are seeking a highly skilled and experienced Client Engagement Manager to join our team. This is an exciting opportunity for a professional who is passionate about delivering exceptional client service and support.

About the Role

The Client Engagement Manager will provide high-quality support to clients, participating in associated payroll operational activities. This role requires strong analytical and problem-solving skills, with the ability to work effectively in a fast-paced environment.

Key Responsibilities
  • Support clients via multiple channels on product, system, legislation troubleshooting, and escalations as required;
  • System and technical support to ensure seamless payroll processing;
  • General enquiries and issue resolution;
  • Legislation support including month-end and year-end requirements;
  • Report building & reconciling all aspects of payroll;
  • Process payrolls and provide support to all clients for month-end and year-end requirements;
  • Act as Payroll consultant to our clients, understanding their business payroll policies and supporting them for smooth processing;
  • Maintain internal knowledge base and external documentation;
  • Build and manage client relationships through regular touch points and monthly proactive meetings;
  • Own the testing of release manifests and features development within agreed timelines;
  • Support parallel activities for Implementation clients to ensure quicker go-lives;
  • Work with internal teams and clients to identify, build, and refine payroll best practice processes;
  • Identify and recommend continuous system and process improvements;
  • Investigate and resolve client escalations in a timely manner;
  • Manage client expectations in a rapidly changing environment;
  • Deliver ongoing client education related to client queries and/or escalations;
  • Contribute towards process documentation and perform User Acceptance Testing of new system features;
  • Contribute to client experience measures (Retention and Net Promotor Score) and business-related performance goals;
Requirements

To be successful in this role, you will require:

  • Excellent communication and interpersonal skills;
  • Strong analytical and problem-solving skills;
  • Ability to work effectively in a fast-paced environment;
  • High level of proficiency in payroll systems and software;
  • Knowledge of relevant legislation and regulatory requirements;
  • Ability to build and maintain strong relationships with clients and internal stakeholders;
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and results-driven individual who is passionate about delivering exceptional client service, we encourage you to apply for this exciting opportunity.

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