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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!

This is a 100% in-office role based at our Schaumburg, IL , Lake Mary, FL, Meridian, ID, OR Rochester, NY location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Position Overview

The Senior Director of Client Services will lead a high-performing team of client service leaders & professionals to build and maintain strong relationships with our clients with 250-499 employee counts in our Majors segment. You will serve as the strategic lead for the delivery of exceptional client experiences, driving retention, satisfaction, and growth. The Sr Director ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services. This role combines leadership, strategic thinking, and a deep understanding of client needs to ensure that our client services are aligned with business goals and continuously exceed expectations.

We are looking for a leader who can create scalability for our service delivery model, implement process improvement and change strategies, identify expansion opportunities and maintain client satisfaction and loyalty through a growth mode.

Primary Responsibilities:

+ Lead and inspire a team of Directors and their teams by providing strategic direction and executional discipline. Foster a high-performance culture that promotes teamwork, collaboration, and individual growth.

+ Continuously monitor client satisfaction and feedback to ensure services are delivered at the highest standards.

+ Serve as the executive sponsor for our clients ensuring their needs are met and expectations exceeded.

+ Build and nurture long-term relationships with key stakeholders, ensuring their ongoing satisfaction with services and solutions.

+ Handle escalated client issues, working toward resolution and ensuring a positive outcome.

+ Maintain consistent service model designs and processes across multiple locations and segments.

+ Set the vision and culture of continuous process and quality improvement

+ Ensure all internal audit and compliance requirements are met.

+ Lead, coach, motivate and develop management staff.? Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.

+ Align customer interests with business objectives. Identify opportunities to improve service delivery.

+ Develop & deliver presentations to key internal stakeholders on client services, retention risks, and performance metrics showing overall health of client and employees’ satisfaction and engagement.

+ Drive the Voice of Client (VOC) in with Product to influence the design and implementation of new product functionality and additional service offerings

+ Improve client loyalty as measured through NPS surveys and client retention

+ Create strategies in coordination with Sales, Product, Service and Marketing teams to align client success strategies with sales efforts and product roadmap. Provide valuable insights and feedback from clients to drive product enhancements and optimization opportunities.

+ Ability to work effectively and influence within the organization where the position does not have responsibility over functional teams but does have overall responsibility for client satisfaction/retention

+ Prepares and reports on location’s annual budget (headcount plan, productivity goals and capital expenditures). Manage expenses to the established budget/plan.

+ Ability to travel 25-50% for internal or client-facing meetings.

Education and experience:

+ Bachelor’s degree required

+ 15+ years leadership experience with emphasis on customer service (ideally in a payroll service bureau environment)

+ Previous leader of leader experience required

+ Proven leadership competencies running multi-site service centers or other similar operations

+ Proven experience leading through significant growth

+ Experience driving cross-functional process improvement initiatives

+ Skilled at identifying new business opportunities

+ Strong business and financial acumen

+ Experience with process design and roll-out in a B2B environment

+ Broad knowledge of Payroll/HRIS/Time and Attendance or other B2B application

+ Demonstrated success as a strong and influential negotiator

+ Excellent verbal/written communication skills

+ Highly complex problem-solving ability

+ Salesforce experience a plus

+ HCM or B2B SAAS technology experience preferred

+ Ability to manage multiple, high-priority client accounts simultaneously.

+ Strong leadership skills with the ability to inspire and develop a team

+ High degree of professionalism and integrity

+ Strong analytical mindset with a focus on results

Physical requirements

+ Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.

+ Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.

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 [email protected]. 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 $144,500k-$268,200k/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. (https://rise.articulate.com/share/NWT-xukAz2nsMapN3L3TSRXfxzBGrFh\_#/) 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.