HCM Payroll Account Manager

Overview

This role involves serving as a client-focused Account Manager, building and maintaining strong, long-term customer relationships while helping clients maximize the value of their Human Capital Management (HCM) platform. You will act as a trusted advisor by providing ongoing support, resolving client issues, delivering product education, and identifying opportunities to expand platform adoption through additional features and services.

Must be eligible to work in the United States without the need for work visa or residency sponsorship.

Responsibilities

• Build and maintain strong relationships with assigned clients as the primary point of contact for ongoing account management and support.
• Proactively evaluate client utilization of the HCM platform to ensure clients receive maximum value from available features and functionality.
• Educate clients on underutilized modules and recommend solutions aligned with business needs and operational goals.
• Research, troubleshoot, and resolve client questions and system-related issues in a timely and professional manner.
• Provide guidance on Payroll, Human Resources, Benefits Administration, Time & Attendance, and Tax functionality.
• Identify opportunities for upselling and cross-selling additional products and services that enhance the client experience.
• Respond to client inquiries via phone, email, and other communication channels while maintaining high service standards.
• Deliver training and education that enables clients to confidently manage their HCM and payroll operations independently.
• Accurately document all client interactions, issues, resolutions, and follow-up activities within the CRM system.
• Collaborate with internal departments to ensure seamless communication, timely issue resolution, and overall client success.
• Continuously identify opportunities to improve internal processes, client experience, and operational efficiency.
• Perform additional duties and special projects as assigned.

Requirements

• Associate degree required.
• Minimum of three (3) years of experience supporting Payroll, Human Capital Management (HCM), or HRIS software, or three (3) years of experience supporting clients in a SaaS environment.
• Experience using isolved is required.
• Exceptional customer service skills with a genuine passion for helping clients succeed.
• Excellent verbal and written communication skills with the ability to build strong client relationships.
• Strong analytical and troubleshooting skills with the ability to identify practical, client-focused solutions.
• Proven ability to manage multiple priorities, meet deadlines, and stay organized in a fast-paced environment.
• Sound business judgment and the ability to understand client objectives while recommending solutions that drive success.
• Ability to quickly learn new technologies through formal training and self-directed learning.
• Highly detail-oriented, organized, and results-driven.
• Demonstrated ability to work independently while collaborating effectively with cross-functional teams.

Compensation & Benefits

Base pay is dependent upon skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on individual performance and/or the company’s performance.

Eligible employees may receive health, wellbeing, retirement, and other financial benefits; paid time off; overtime pay for non-exempt employees; and robust learning and development programs. Job-related expense reimbursement is provided per company policy, and eligible employees may receive employee perks and discounts.

Equal Opportunity & Fair Chance

This employer is an equal opportunity employer and provides equal employment opportunities to all employees and applicants regardless of veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law.

Pursuant to local fair chance ordinances, qualified applications with arrest or conviction records for employment will be considered where applicable.

Employment decisions shall comply with all other applicable federal, state and city/county laws prohibiting discrimination in employment. The employer complies with all criminal history inquiry (“ban the box”) laws in California, Connecticut, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New Mexico, Oregon, Rhode Island, Vermont and Washington.

Additional Notes

Unsolicited resumes or candidate profiles sent without a prior signed agreement may be considered the property of the employer, and the employer reserves the right to pursue and hire those candidates without financial obligation to an agency or recruiter.

This posting will remain live while applications are being accepted and will be removed once candidates have been selected.

The employer may use Artificial Intelligence (AI) technologies to enhance the recruitment process, including filtering candidates based on qualifications and identifying potential candidates from an existing applicant pool. AI does not replace humans in the hiring process. If you have concerns about AI use, you may opt out where laws allow.