The Client Success Representative is responsible for providing world-class service and top-tier support to clients to drive client retention. They retain and strengthen client relationships by providing proactive consultation, best practice solutions, and business strategies for optimizing software usage. They act as a partner and project manager to clients to ensure maximum ROI is realized in all areas of the software. They work with clients to map current processes, understand pain points, and identify areas of improvement to maximize efficiencies. The Client Success Representative also acts as an internal leader by sharing these improvement opportunities to further develop the system and delivery from other roles and departments to enhance the overall software experience and, drive usage, and client retention.

RESPONSIBILITIES

Manages a book of business while ensuring clients are receiving the maximum value for their software and understand the ROI for the software they use. Identifies trends through client interactions and account analytics to present strategic solutions to a client that maintains and improves client retention by improving their ROI on the Paycom software. Partners with customer decision makers to understand business needs and goals and tailors service approach accordingly. Manage and build relationships with assigned book of long-term clients in our core market via outbound phone calls, conference calls, and webinars. Coordinates with internal departments and drives resolution on any customer projects to drive employee usage and client health leading to client retention. Partners with client on change management strategies to ensure total client/employee adoption of Paycom software and services. Applies project management skills such as PMP, Agile or Scrum and/or process management skills like Six Sigma and Lean. Proactively reaches out to clients to identify new users and leaders. Provides one-on-one training when appropriate to make a customer successful. Training clients on any new tools the client purchases as well as new features Paycom releases. Resolves customer inquiries with comprehensive same-day resolutions Partners with internal departments to ensure appropriate usage strategies are in place; acts as feedback loop to client facing departments to ensure usage driving practices are effective. Investigate, troubleshoot, and resolve a high volume of client inquiries received through both phone and e-mail while anticipating additional questions and needs. Ensure payrolls for all assigned accounts are processed with 100% accuracy. Provide proactive service and consultation to maximize client employee usage and overall software utilization. Acts as a subject matter expert in multiple modules of the Paycom software. Enter relevant information into the CRM system after each contact with a client to ensure quality data to enable effective client retention.  Actively engage in continuous learning and self-improvement to complete required training programs and enhance system knowledge and stay up to date on legislation impacting clients.