Senior Director Client Services - Executive

This role will be located in Lake Mary, FL,  Schaumburg, IL, or Rochester, NY.

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!     

The Senior Director will be responsible for driving the Service delivery strategy and its execution and be accountable for performance, retention and customer satisfaction while reviewing expansion opportunities to ensure scalability and business continuity.

The Senior Director of Client Services will lead the Client Services Directors and be accountable for all client Services teams and service and support of all Paylocity clients. 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. We seek to find a leader who can create scalability for our service delivery model, implement process improvement and change strategies, identify expansion opportunities, develop top talent, improve client satisfaction, and drive long-term loyalty in a high-growth environment. This position will be measured by client retention, profitability, customer satisfaction and employee retention.

What you’ll do 

• Lead and inspire a team of managers and individual team members providing strategic direction, guidance, mentorship, and execution discipline. Foster a high-performance culture that promotes teamwork, collaboration, and individual growth. 
• Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
• Develops, evaluates, and implement strategies to gather and respond to client feedback. 
• Works with cross-functional teams to align customer interests with business objectives. Identifies opportunities to improve service delivery. 
• Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes. 
• Ability to set the vision and culture for continuous process and quality improvement within the service center.
• Sr Director is responsible to develop present to key internal stakeholders on client services, retention and metrics showing overall health of client and employees’ satisfaction and engagement. 
• Leading and ensuring success of the Directors that are responsible for: 
  • Achieving high quality of service across the client base supported by their service center, meeting agreed upon departmental deliverables and ensuring key operational performance metrics are met.
  • Provide necessary leadership to enhance and improve clients relationships through a high performing team of service personnel who are charged with “owning the relationships” of our clients. Manage cross functional team support and develop strong business relationships throughout the organization.
  • Work with other service directors in Schaumburg and other centers to maintain consistent service model designs and processes and to drive change and improvement agendas across the service function.
  • The Director may handle service delivery escalations that require senior management intervention to remedy any service failures.
  • Ability to lead cross functional programs which reduce client and internal effort.
  • Ensure all internal audit and compliance requirements are met. Oversee leaders that serve as point people for internal audit and compliance requests.
  • Lead, coach, motivate and develop management staff. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
• Drives the Voice of Client (VOC) in with Product to influence the design and implementation of new product functionality and additional service offerings.
• Responsible for the ongoing communication and engagement of the client services teams to ensure employee understanding and engagement.  Presents, along with management team, new policies and initiatives to team.
• Improve client loyalty as measured through NPS surveys and client retention.
• Create strategies for the team, 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. 
• Achieve high quality of service across the client base supported by their service center, meeting agreed upon departmental deliverables, and ensuring key operational performance metrics are met. Regularly reports out to senior Paylocity leadership on success and clients at risk using a predictable and consistent methodology for reporting. 
• 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 intenal or client-facing meetings.

What you bring 

• Minimum 10 years of senior leadership experience with emphasis on customer service (ideally in an HCM environment). 
• Bachelor’s degree required.
• Proven leadership competencies running multi-site service centers, call centers, or other similar operations.
• Proven experience leading through significant growth.
• Experience driving cross-functional process improvement initiatives.
• Results-driven  and passionate about client service, leadership, client retention and relationship management.
• Skilled at identifying new business opportunities.
• Strong business and financial acumen.
• Experience with process design and roll-out in a B2B environment that keeps the client experience at the forefront of the decision making and implementation process.
• Broad knowledge of Payroll/HRIS/Time and Attendance or other B2B application.
• Strong judgment with the proven ability to balance growth, retention and profitability business goals against operational constraints and risk.
• Ability to build strong and effective relationships which introduce win-win solutions across departments and with clients.
• Ability to demonstrate leadership style, supported by clear understandable strategies with a strong focus on results.
• Demonstrated success as a strong and influential negotiator.
• Demonstrated ability implementing scalable business processes during periods of high growth.
• Proven ability to drive decisions and actions among diverse groups to achieve goals.
• Excellent  verbal/written communication skills.
• Highly complex problem solving ability.
• 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.
• Salesforce experience a plus.
• HCM or B2B SAAS technology experience preferred.

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 accessibility@paylocity.com. 

The pay range for this position is $185,000 - $220,000 /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. 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.