Tax Account Manager

Overview

The Tax Account Manager is responsible for customer engagement related to tax operations and services. This role helps customer teams and Tax Operations focus on service delivery commitments by optimizing the delivery of tax services through a strategic, proactive approach. The position requires strong understanding of the employer’s tax business and the customer’s tax business, with close interaction with Payroll and Garnishment customer contacts to provide a holistic operational view. The manager will also drive health plan decisions and handle escalations across customer and tax operations teams.

Responsibilities

• Enhance and maintain customer relationships through regular engagement, leading customer analytic reviews, ROI attainment, and roadmap planning.
• Act as an operations customer advocate and liaison throughout the organization as needed for customer changes (bank, company, ADM).
• Build relationships with SDM, CSM, and Account Executive teams to understand customer requirements and business drivers.
• Serve as the tax primary point of contact for customer resources and ensure effective communication and handoffs within service delivery support teams.
• In coordination with payroll and garnishments, prepare recurring operations reports for customers and communicate strategic value/ROI of services in addition to basic service delivery metrics, KPIs, and SLAs; solicit customer feedback and align on strategic vs. tactical objectives.
• Communicate changes to services, technology platforms, and products to assigned customers.
• Partner with customer teams, Product, and R&D to develop people, process, and technology enhancement ideas and support associated deployment.
• Support customer renewal and reference programs.
• Manage customer tax account escalations and resolve complex customer problems.
• Act as the tax subject matter expert for assigned customers; advise on tax best practices based on knowledge of services and processes.
• Perform ongoing gap analyses and identify solutions to ensure high-quality service delivery.
• Proactively lead roadmap planning to ensure effective management of year-end and quarter-end processing.

Requirements

• Bachelor’s degree
• 4+ years of experience in Maintenance and/or Managed Services and a customer relationship management role
• Functional knowledge of human resources outsourcing with emphasis on tax
• Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)

Preferred Qualifications

• Experience with internal BPaaS processes and procedures
• Extensive Workday exposure in services bureau or customer environment
• Functional knowledge of human resources outsourcing with emphasis on payroll and garnishments
• Prior HR services portfolio management and Customer Engagement experience
• Management or Account Executive role in the HR Services Industry

Compensation & Benefits

Not provided.

Location

Not provided.