The Relationship Manager is responsible for maintaining and developing relationships with a portfolio of clients. They ensure high levels of client satisfaction and retention, and often focus on growing the relationship through cross-selling or upselling additional products and services. The role involves acting as a liaison between the client and the company, addressing client needs, and ensuring that the company’s services meet or exceed expectations.

Key Responsibilities:

Client Management:

Serves as the main point of contact for a designated portfolio of clients with employee sizes of 50-74 EE and smaller complex clientsDevelop strong, lasting relationships with clients by understanding their needs and preferences through quarterly meetingsHandle client inquiries, resolve issues, and provide timely and effective solutions.

Service Delivery:

Ensure that clients receive outstanding service and support.Coordinate with internal teams to fulfill client needs and requests.Connect clients to the right people both inside the Payroll department and throughout the bank.

Business Development:

Identify opportunities for growth within the existing client base.Promote additional products and services to clients, aiming to increase revenue while also solving clients needs.Monitor client accounts and suggest tailored solutions to meet their evolving needs.

Client Retention and Satisfaction:

Conduct regular reviews with clients to ensure they are satisfied with the services.

Implement strategies to improve client retention rates.Gather and analyze feedback to improve overall client experience.

Competitive Intelligence and Industry Knowledge:

Stay informed about industry trends, market conditions, and competitors.Provide insights and recommendations to clients based on industry knowledge.

Reporting and Documentation:

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Qualifications

 

Maintain accurate and detailed records of client interactions. Prepare reports on client activity, sales, and feedback.

Track performance metrics to assess client relationship success.

Excellent communication and consulting skills and experience mentoring other team membersAbility to work in a fast-paced team environmentExperience implementing Payroll, HCM and Time & Labor (TLM) software a plusPrevious experience with Workforce Ready solutions preferredDemonstrated ability to troubleshoot technical issuesProven ability to configure softwareSHRM or HRCI (SPHR, PHR) Certification a plusHigh school diploma required; Bachelor’s degree preferred

General:

Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.Performs additional duties as requested.Ability to travel and overnights as needed.

Physical Demands/Conditions Requirements:

General office environment.Moderate lifting (to 35 lbs.) required.Moderate reaching, walking, sitting and standing required.

Equipment Used:

General office equipment.

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.