Senior Manager, Client Service
Remote - Work from Home
Paycor empowers leaders to develop winning teams. Our Human Capital Management (HCM) software modernizes every aspect of People Management from the way you recruit, onboard, develop, pay, and retain employees. Best of all? Our team is growing, and there's never been a better time to join! If you love to Think Big, Dream Big, Compete to Win, and thrive in a fast-paced environment, we want to hear from you!
Job Summary
Paycor is a key player in the HCM software as a service market. We build, sell, and service our own proprietary payroll, time, and HR platform. The heart of our mission is to Take Care of the Client First and to Take Care of Each Other so that we can provide an equally rewarding client AND associate experience.
Ultimately Paycor is in business to make clients' business easier and that much more productive through the use of technology for back office operations like payroll, time-keeping, and HR administration. We firmly believe in the continuous improvement of our infrastructure, processes, and workflows to ensure we're successfully exceeding our clients' expectations. To help us succeed in this mission, we're seeking a senior level manager to continually drive operational improvements and to coach and develop our Client Support professionals to provide a world-class service experience to maximize both client and associate satisfaction and retention.
Paycor's Senior Manager, Client Service is responsible for maintaining Paycor's reputation for unmatched service in supporting small and medium sized business in the use of our HCM software applications. Requirements include demonstrated leadership, more specifically the ability to lead and influence a team of front-line managers to follow a direction and as well as beyond the direct reporting line to ensure all service outcomes meet Paycor's high quality standards. The Senior Manager's success is ultimately measured by our clients' intent to stay because of the service they receive from our Support associates.
Paycor offers a rewarding employment environment; one where we work and play equally hard. If you're interested in being a part of a winning team with people who have a similar passion for servicing clients this is the right opportunity for you.
Essential Duties and Responsibilities

• Leads a team of front-line Managers responsible for the day-to-day operations of business-to-business HCM software support to Paycor clients
• Provides vision, leadership and guidance; coaches and mentors associates to ensure desired business outcomes are achieved through an energized, motivating work environment and engaged workforce
• Oversees the implementation of new services or process changes as a result of Paycor's service offerings and software releases
• Collaborates with other key stakeholders in executing the migration of clients to new/enhanced software
• Leads the creation and/or analysis of key Service metrics to assess performance and identify improvements/efficiency gains/automation efforts relative to the client experience
• Develops additional and/or improved services which take advantage of company assets and address observed/changing client needs
• Proactively recommends solutions for client service issues, improvements to workflow policies/procedures, staffing needs, etc.
• Collaborates with other Client Service Leaders to continually review and enhance operational strategy and performance
• Serves as the ultimate escalation point, at times conducting on-site client visits
• Manages expenses within the established budget
• Appropriately staffs the team; provides recommendations for both short and long term capacity models
• Adapts to a changing and rapidly growing environment

Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.

• Four-year degree in Business, HR or related field
• Minimum of 10 years of management, specifically leading others leaders, in a SaaS environment preferred
• Demonstrated proficiency with complex technology ; Payroll and/or HCM, as well as CRM software knowledge preferred
• Experience in implementing and driving successful multi-channel support (phone, email, chat)
• Excellent leadership and motivational skills; must excel at providing direction and being visible to all levels of the organization
• Excellent communication, organizational, leadership, and time/project management skills
• Flexibility in scheduling to meet client needs with short turnaround
• Ability to adapt and prioritize in a deadline-driven environment
• Possess a dynamic personality with the ability to excel in a fast paced environment

Paycor Total Rewards
Paycor has an exciting, growth-focused culture, and we pride ourselves in providing best-in-class benefits to take care of our people. Some of our most popular benefits include:

• A flexible virtual-first work philosophy
• 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay
• Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)
• Three medical plan options - including one with $0 cost to Associates
• Our Employee Stock Purchase Plan, which enables you to buy PYCR stock at a discount

We also offer competitive compensation based on your education, experience, and training. For more information about our total rewards, please visit www.mypaycorbenefits.com .
Join our team to make a difference in people's lives, every day. We empower our clients to spend less time on administrative tasks and more time developing their teams. We rally around our colleagues and succeed together. And we support and give back to our communities. Together, we can make a difference.
If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request via email to [email protected] .