Client Loyalty Advocate

 Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.  

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. 

 We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.  

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. 

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!   

Preferred for applicants to be available to work onsite at one of our four office locations: Schaumburg, IL, Lake Mary, FL, Rochester, NY or Meridian, ID. 

Position Overview 

This role is to proactively engage client retention strategies to increase loyalty and retain business through providing outstanding customer service.  

A key part of this role is to resell clients on the reasons why they have an established relationship with Paylocity. This involves reinforcing the value of the company's services and highlighting the impact of leaving and any other unique advantages Paylocity offers. It’s about reminding clients of the value they receive and why it's beneficial for them to continue their relationship with Paylocity. 

Primary Responsibilities  

The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Knowledge and Application: 

• Quality check and audits on recently coded lost client records; ensures complete & accurate records. 
• Serves as subject matter expert on policies and procedures related to contracts. 
• Fulfills new contract & pricing requests by Service Leadership 
• System Capability –?Ability to navigate w/in Paylocity system and other internal applications.  Continually build the knowledge base to best provide client support 
• Resolve missed processing issues and past due balances 
• Contacts clients with contract expirations to lock in renewals, facilitate any price adjustments, and total reworks of subscription agreement.   
• Performs related job duties as needed and required 

Complexity and Problem Solving: 

• Calls and meets with clients who provide negative NPS scores & feedback; focused on resolving outstanding issues and rebuilding trust & loyalty to Paylocity.   
• Analyze client account issues, troubleshoot and negotiate resolutions in a timely manner while seeking solutions to the root cause of business interruptions to prevent future issues. 
• Focus on the timely and successful delivery of solutions - according to client needs and objectives, meet SLAs and key internal client service as monitored by Leadership Team; leverages metrics to understand performance, adjust behaviors and identify where additional support is needed 
• Leverage Resources -?Appropriately & effectively use resources to find and validate answers, resolve, and document issues in a way that adheres to policies and ensures seamless client support. Listens to feedback, seeks to understand and adjusts behaviors as needed 

Collaboration and Interaction: 

• Collaborate with Client Services to deepen client relationships and identify and resolve client needs, as well as new product opportunities 
• Conduct an alignment call to answer questions regarding the termination process, tax filing needs, continued access, and report retrieval 

Education and Experience: 

• 3+ years of operations, sales, consulting, and/or relationship management experience in a comparable B2B, technology based industry required 
• HCM or B2B SAAS Technology experience required 
• Experience in payroll and/or call center environment preferred 
• Experience in sales and/or client retention preferred 
• High School Diploma or GED required 
• Bachelor’s Degree preferred 
• Experience in customer service or previous client interfacing role required 
• Strong computer skills including Microsoft Office required 
• Proficient in Excel preferred 

Paylocity is an equal opportunity employer. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.  

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.
 

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.   

 We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.  

 We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed. 

 This role can be performed from any office in the US. The pay range for this position is $ $44,200 - $ 82,000 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.