Client Success Manager

Note: This is a remote opportunity.

At Procare HR, we're on a mission to transform workforce outcomes for care providers through our industry-focused HR services model. We offer comprehensive HR services, including payroll processing, benefits administration, workers compensation management, and general HR support. Our core values drive our culture, emphasizing positivity, curiosity, accountability, gratitude, and growth.

Who We Are - Core Values

• We strike the gong – Actions have a ripple effect. Every engagement is an opportunity to have a positive impact on our clients and team.
• We laugh – Laughter is contagious. Keep it light when things are tough. Life is short, celebrate.
• We explore – Individual curiosity and resourcefulness lead us to better solutions.
• We show up – Sense of duty and accountability is part of our DNA. How we show up matters.
• We are grateful – We are grateful for our clients and for each other, and approach all situations with humility. We appreciate the experiences that have shaped us.
• We grow - We embrace the struggle that comes with personal growth so that we can better ourselves and our team.

About The Role

Are you an HR professional with a strong technical background, ready to transition into a client-facing role? If you're familiar with benefits technology, HRIS systems, and payroll administration, and you're eager to leverage that expertise in a customer engagement role, then this opportunity is perfect for you!

As a Client Success Manager at Procare, you will be the ultimate steward of client relationships, overseeing all account details, data management, services, and projects. In this role, you will:

• Manage relationships across Medium, Large, and Enterprise accounts, focusing on supervisors, operations, and finance teams.
• Support stakeholders through project management, HR data analysis, and reporting.
• Maximize the capabilities of UKG and other HR technologies.
• Ensure every client interaction is helpful, responsive, and solution-oriented.

Once assigned to an account, it becomes your domain. Clients will rely on you to support their supervisors and empower their teams, all while appreciating your meticulous attention to detail and unwavering focus on their experience. Your responsibility is to ensure the success and satisfaction of every aspect of the account and Procare services. Your clients will trust and value you as an indispensable partner.

Your Responsibilities

Primary Contact for Client Engagement

• Serve as the primary supervisor point of contact for all Procare functions and facets, heavily focused on education, UKG efficacy, and problem-solving (with respect to client segmentation stakeholder expectations)
• Know our services inside and out to provide an amazing client experience, holding client and team members accountable and removing roadblocks
• Build and maintain trust and transparency, develop long-lasting, healthy relationships with clients
• Function as the chief of staff to the Director of Client Engagement and the Director of Client HR
• Ensure delivery and resolution of client expectations and service requests, including client issues and escalations
• Manage and track all client projects, including cross-functional department projects
• Facilitate client meetings, including scheduling, meeting and agenda prep, and account/project status updates
• Achieve client engagement targets via email, phone, video, and in-person support

HR Data and Reporting

• Ensure accuracy, integrity, and timely availability of data to solve HR problems and to support operations
• Produce client reporting such as Client Executive Summary, HR Scorecard, UKG dashboards and reporting
• Deliver labor analytics in key HR areas to develop, manage and support workforce planning initiatives
• Measure and report on the efforts and successes (KPIs) for clients and internally
• Identify and support ways to improve performance, efficiency, and efficacy based on metrics and client feedback. Deeply understand client data – where it comes from, how it’s determined, why it’s valid
• Provide insights from customer data to the marketing and sales departments in order to retain clients

HR/HRIS Administration and Technical Expertise

• Develop and maintain technical proficiency in HRIS, specifically problem-solving and reporting
• Serve as the HRIS-user and Salesforce-user SME
• Support HR module configuration & discovery

This Role is a Good Fit if You

• Have a bachelor's degree in business administration, human resources, or a related field
• Possess 3+ years of progressive HR experience, preferably in a technical role such as payroll, benefits, HRIS technology - UKG Ready preferred
• Have experience in a healthcare setting, preferred
• Are proficient in Salesforce CRM and Microsoft Office Suite
• Have demonstrated ability to increase customer satisfaction
• Preferably have experience in the PEO or HR Shared Services industry

The Perks

• Health insurance, with the company paying the single employee premium
• Company paid dental insurance
• Company paid life insurance
• Company paid short- and long-term disability insurance
• A 401K plan with company match
• Paid Time Off
• Additional ancillary benefits including Vision, Cancer, Critical Illness, Hospital Indemnity, Voluntary Life/AD&D, Accident and Legal

The salary range for this role is $70,000-$80,000. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, depth and years of experience, certifications, and specific location.
Join us in reshaping the future of HR services!