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Title

Payroll Client Support Manager 

Description

The Ascentis Payroll Client Support Manager requires someone who has a proven track record in leading support teams and inspires their team to a standard for excellent customer support.     In this position you provide daily direction for all customer support operations ensuring all work is completed within scheduled timelines with focus on quality standards while facing frequent interruptions, continually reprioritizing activity.  Successful candidates will have strong interpersonal skills, a confident presence, and an attitude of the “Buck stops here”.    We are looking for candidates that have a desire to bring forth process improvements.  Your professional experience has provided the understanding how to make things happen within an organization and your able to persuade other with your great ideas.  The Ascentis Payroll Support team delivers best-in-class service to Ascentis’ new and existing clients, supporting Payroll leaders from some of the US’s top small and mid-sized businesses.  As a leader of the team you would work in partnership with your customer support representatives to answer clients’ questions about Ascentis system functionality, strategies to maximize the ROI on their investment in Ascentis.  Our goal is to exceed our clients’ – and our own – expectations by providing the best customer support in the human capital management industry.  Ascentis is growing quickly, and we need smart, dedicated people to help us redefine our approach to serving our clients.

 

RESPONSIBILITIES:

  • Train and mentor team members and identify development need across the team, ensuring all customer support representatives have the foundation for success In terms of responsiveness, professional communication and complete resolution of issues. 

  • Defining the quality metrics and performance standards on which you and each member of your team will be evaluated, and measuring your team’s performance against those quality standards.

    You recognize and celebrate your team’s successes.

  • You set and meet deadlines for your projects; if you are not able to meet deadlines, you communicate that information well in advance.

  • Contribute to the Client Success team in the form of tools, templates and other means of improving our quality and productivity.

     

  • Serve as a consultant and business partner to other departments and groups within Ascentis.Collaborate with peers to establish best practices. Display strong communication with partners within Client Success and across Ascentis to ensure the best possible client outcomes.

  • Manage escalated issues and provide direction to customer service representatives.

  • Handle complicated product issues on behalf of clients independently, marshaling needed resources from across client Success and the company, and seeing the issue through to full resolution, namely when the client is happy.

  • You are able to handle conversations with most angry/difficult clients independently, such that the client feels heard and is in agreement with the go-forward plan.You communicate plans with colleagues as appropriate.

  • You are responsible for identifying “trouble spots” that need attention. You are also responsible for offering up solutions to resolve the trouble spots.Just finding the problem isn’t enough – you are on the hook for fixing it.

  • You lead innovations.You are responsible for finding ways to make our team more efficient and effective.You should always be looking for what’s not working well, and adjusting our process to resolve the inefficiencies.

 
Position Requirements
  • 2+ years experience in leading customer support teams. 
  • Experience in payroll required - knowledge of payroll taxes and multi-state needed
  • CPP and/ or Bachelor degree strongly preferred
  • Experience with Human Capital Management software preferred
  • Excellent written communication, verbal communication, active listening and presentation skills
  • Strong organizational, analytical, priority setting and time management skills
  • Ability to work on many projects at a time
  • Self-starter and ability to think “outside the box”
  • Ability to work under pressure in a fast paced environment
  • Ability to project a positive, diplomatic and professional service attitude
 
Location Roseville  
About the Organization The Ascentis mission is to create innovative products that are easy to use for the often under-served mid-market that cover the full Human Capital Management (HCM) suite. This full suite approach combined with an amazing team equals success!





We at Ascentis firmly believe that a product is only as good as the people behind it. Whether it's platform development, technology maintenance, client support, product management, sales or operations, all of our employees see the direct impact of their work. As a leader and one of the fastest growing 'Software as a Service' (SaaS) companies in the Human Capital Management space, Ascentis focuses on hiring talented and motivated people from diverse backgrounds. If you want to channel your ambition and drive for success, you belong with Ascentis!





Ascentis has grown tremendously over the last 3 years. Recently, we announced a majority recapitalization by global growth equity investor Summit Partners. Summit invests across growth sectors of the global economy and has invested in more than 440 companies in technology, healthcare, life sciences and other growth industries. These companies have completed more than 140 public equity offerings. So, needless to say, we are all extremely excited with where we are headed!







 

This position is currently not accepting applications.

To search for an open position, please go to http://Ascentis.appone.com



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