What are the responsibilities and job description for the Client Success Manager position at OnPay?
About OnPay
OnPay is a fast-growing software company headquartered in Atlanta, offering a modern cloud-based payroll, HR, and benefits solution for small to midsize businesses. Over the last year, our headcount has increased by 100%. We’re currently seeking talented and curious individuals to join our team. We want to hear from you if you are interested in joining an exciting and fast-growing company!
Job Summary:
OnPay is seeking a Client Success Manager responsible for creating a positive client experience by taking the lead on complex escalations while maintaining exceptional customer service. As a Client Success Manager, you will be the go-to person for our clients by ensuring all escalations are resolved promptly. You will also conduct client touch points on a scheduled frequency where you review their overall experience and develop necessary action plans.
Role Responsibilities:
- Provide support by responding to client experience escalations
- Manage escalations by utilizing internal resources and tracking each issue to resolution
- Prepare and complete action plans to resolve issues & identify customer service trends
- Determine system improvement needs, and recommends an improvement plan
- Provide coaching and education on the system
- Capture data with every customer interaction to improve customer service quality, organizational process, and product trends for development.
- Deliver best practices to customers to help improve the overall experience
- Determine customer service requirements by maintaining contact with customers; follow up on surveys, participate in user/focus groups; benchmark best practices
- Analyzing information
Traits and Skills We Seek:
- Detail oriented
- Exceptional communication skills
- Comfortable working on multiple projects simultaneously
- Strong decision-making skills
- Strong ability to build relationships with both internal and external customers
- Highly organized with exceptional follow-through; former project management work a plus
- Highly professional business acumen
- Positive attitude and passion for customer loyalty
- Proven effectiveness in handling difficult customer situations
- Highly organized with exceptional follow-through; former project management work a plus
- Domain knowledge a plus (SaaS, Payroll HR software providers)
- Highly motivated and team-oriented
- Two years of relevant work experience preferred
- Strong customer service experience
- Experience measuring and communicating key customer success metrics
Perks:
- A casual team-oriented environment with a solid work/life balance and flexible work options
- Stock Options
- Four weeks of paid time off plus paid holidays and generous Parental Leave
- Medical, Dental, Vision, Short-term/Long-term Disability, and Life Insurance
- On-site training at our Ponce City Market HQ
- Stocked kitchen with a variety of snacks and drinks
- Ponce City Market employee discounts & more!
OnPay is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. We want candidates from multiple backgrounds and lifestyles to create a broader set of perspectives. We make all employment decisions without regard to gender, sexual orientation, gender identity, race, color, religion, age, pregnancy, national origin, veteran status, disability, or any other classification protected by applicable laws.
