Client Success Manager, SyncHR

SyncHR by PrimePay is a cloud-native Human Capital Management (HCM) software, streamlining HR, benefits, and payroll management for mid-enterprise businesses. SyncHR is a team-oriented application, meaning it is utilized by the entire business, not only HR. SyncHR's software platform is built on a position-based architecture to help businesses plan, operationalize, and measure results better.

SyncHR is seeking to hire a Client Success Manager. This position will work with both newly signed and existing customers. The successful candidate will be responsible for assisting with inbound customer tickets, support escalation management, support ticket metrics, and training/management of support staff and relationship managers.

Key responsibilities include:

• Lead a team of Customer Support Specialists (CSS) and Customer Success Managers (CSM), providing world-class customer support to end users of SyncHR’s SaaS platform
• Handle all aspects of staff management: scheduling, discipline, performance reviews, and planning while defining clear expectations and driving accountability
• Provide mentoring and coaching via regular one-on-one meetings to ensure team members thrive and are highly engaged
• Provide weekly, quarterly and YTD metrics
• Ensure strategic objectives are translated into effective and efficient tactical operations
• Collaborate with Implementation and Professional Services departments to drive and implement positive changes in support of broader company initiatives
• Recommend changes to improve efficiency and effectiveness, report team accomplishments, achievements and productivity to functional management
• Communicate department and company initiatives, goals and results to team members
• On-time delivery of assigned tasks, both ongoing and ad-hoc

Minimum Qualifications:

• BS or BA in Business Administration, Public Relations, Psychology, Information Technology or related field
• 5+ years of experience in the Customer Support, Customer Success or Account Management
• 3+ years of experience managing exempt employees
• Thrives in a high-growth, technology environment
• Has experience with HCM platforms
• Can effectively de-escalate customer issues
• Strong customer relationship building skills
• Has strong written and verbal communication skills across all levels-both internally and externally
• Prior knowledge about HR, payroll or benefits is preferred

This position may involve the handling or processing of sensitive client or company information and requires adherence to all SyncHR security and privacy policies.

SyncHR by PrimePay offers a comprehensive benefits package that includes medical, dental and vision insurance, 401(k) with matching, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD.