• Client Success Director

    Job Locations US-NJ-Woodbridge
    # of Openings
    1
    Category
    Customer Service/Support
    Type
    Regular Full-Time
  • Company Overview

    Extensis, one of the largest Professional Employer Organizations (PEOs) in the U.S. and the fastest growing PEO in the Northeast, is looking for talented people to join our team. If you want to contribute your talents, make a bigger impact, and be part of the hot HRO industry, we’re interested in talking to you. We’re focused on the biggest market in the most attractive region of the U.S. Together with our experienced professionals, you can help us deliver on our brand promise to simplify HR. Our portfolio includes personalized services for HR, benefit plans, payroll and taxes, employer risk, compliance, and employee management. Today, we manage over $1 billion in employment-related costs annually—and we’re growing every day.

     

    For more information about the company visit www.extensisgroup.com.

    Position Summary

    Our Client Success Group ensures our clients’ success and builds client loyalty by understanding our clients’ companies, their HR goals, and personally offering ways to maximize the value of our services.

     

    The Client Support Director is responsible for solving client escalations as it pertains to service and pricing.  You will work collaboratively with the sales and operations teams to ensure client expectations are met and exceeded. Your work will positively impact our clients, help us deliver on our promises to our clients, and contribute to the growth of our company.   

    Responsibilities

    • Partner with Senior Director, Client Success Group to provide reactive sales leadership with all at risk clients.
    • Monitor and identify early competitive threats to your assigned clients and partner with Director, Client Success Group to enhance loss prevention and service countermeasures to inspire increased client loyalty
    • Act as primary point of escalation for client owners and influencers for urgent and critical business issues and to ensure resolution of issues in an efficient and effective manner to increase client retention
    • Acts as primary escalation point for client billing and pricing inquiries
    • Conducts financial review and analysis of client contract and provides client with perspective on value of service provided
    • Designs individualized financial proposals for at-risk clients based upon situation, circumstance and competitor
    • Negotiate mutually beneficial outcomes with clients facing challenging business issues or competitive threats to ensure client satisfaction and increase life time value
    • Maintain a strong working knowledge of our products, services, and delivery model by department (HR, payroll, risk, technology, etc.)
    • Providing new client contacts with a first-class orientation to our systems, products, and services
    • Identify changes to clients’ business models and leadership teams and realign services to support their HR goals and objectives
    • Assume responsibility for the complete resolution of all aspects of service delivery deficiencies impacting clients, ensuring issues are thoroughly examined and, where appropriate, ensuring processes and procedures are modified to mitigate future occurrence

     

    Client Relations Management

    • Responsibility for driving results with clients with the goal of increasing their success and retention
    • Understands and stays current with client’s business situation, strategy, service, and HR needs
    • Be the first level of escalation for clients’ issues, serve as your clients’ internal champion, clearly define and communicate your clients’ desired business outcomes to Senior Director, Client Services Group and Operational teams, and keep your clients apprised of our actions
    • Provide timely and continuous internal communications to enhance operation effectiveness when dealing with critical client issues
    • Offer, and ensure your clients are properly trained in our services, which build long-term successful relationships with Extensis
    • Ensure realignment of your clients’ service plans periodically based on changes to their business, leadership, priorities, or HR goals
    • Must possess executive presence and skills to build strong working relationships with internal partner, executives, and client owners
    • Must be able to understand and clearly explain client pricing and contracts

     

    Operational Support & Cross-Functional Partnerships

    • Report on analytics
    • Partner with Benefits, Payroll, and HR to address assigned escalations during renewal and open enrollment
    • Partner with Sales and Operations to contribute to a robust Client Reference Program
    • Partner with Operations to ensure high-quality delivery of services to at-risk clients
    • Challenge existing process and procedures within the control of the Operational Units by providing documented recommendations on why, how, and when change should occur
    • Identify, document, communicate, and implement opportunities for sustainable process improvement focused on enhancing service quality and increasing process efficiency

    Client Success Development

    • Recommend improvements/enhancements to services and products to Senior Director, Client Success Group based on your clients’ service engagement activities and product usage
    • Partner with Senior Director, Client Success Group to develop and refine employee benefit presentation tools and processes designed to increase client satisfaction and retention
    • Develop and refine loss prevention tool kit designed to diagnose client issues and execute appropriate playbooks against competitors to retain at-risk clients.

     

    Qualifications

    • Bachelor’s degree
    • Masters of MBA highly desirable
    • Experience in HR, PEO, ASA, or Payroll related industries highly desireable
    • Must have experience in account management or client relationship management

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