Client Success Manager

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. 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! Learn more at OnPay.com We do not accept in-person applications, please apply using our careers site. Job Summary: OnPay is seeking two (2) Client Success Managers who will be responsible for creating a positive client experience by taking the lead on complex requests while maintaining exceptional customer service. As a Client Success Manager, you will be the go-to person for our clients by ensuring all complex requests are resolved promptly. You will also conduct project-based touch points with clients, reviewing their experience and developing necessary action plans. Role Responsibilities:

• A client-facing role that provides phone and ticket support when responding to client’s complex requests
• Manage requests via proper documentation, utilizing internal resources and tracking each issue to resolution
• Maintain an understanding of other department’s workflows to efficiently facilitate project-level client requests
• Foster positive relationships with clients through complex and/or time-sensitive issues
• Maintain an excellent understanding of the OnPay system
• Documenting every client interaction to improve client service quality
• Deliver best practices to clients to help improve the overall experience

Traits and Skills We Seek

• Detail-oriented
• Exceptional communication skills
• Comfortable working on multiple projects simultaneously
• High sense of urgency and prioritization
• Strong decision-making skills
• Strong ability to build relationships with both internal and external clients
• 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 technical client requests
• Domain knowledge a plus (SaaS, Payroll HR software providers)
• Highly motivated and team-oriented

Education and Experience:

• FPC and/or CPP required
• Four years of relevant payroll industry experience required
• Strong customer service experience
• Experience measuring and communicating key customer success metrics
• College experience (degree strongly preferred)

Perks:

• A casual team-oriented environment with a solid work/life balance and flexible work options
• Competitive pay, including bonuses and stock options
• A comprehensive benefits package which includes four weeks of paid time off plus paid holidays, Medical, Dental, Vision, Short-term/Long-term Disability, Life Insurance, Fertility Benefits, Parental Leave, and a 401(k) plan plus a company match
• On-site training at our Ponce City Market HQ
• Stocked kitchen with a variety of snacks and drinks
• Ponce City Market employee discounts & more!

The pay rate for the role is $30-$35 in Atlanta, GA. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above. Recruiting Fraud Alert: To all candidates: your personal information and online safety are top of mind for us. At OnPay, recruiters only direct candidates to apply through our official career page at careers.onpay.com Recruiters will never request payments or ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from OnPay, please email [email protected] 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. Apply tot his job Apply To this Job