Global Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clients and partners, ensuring a consistent and high-quality customer experience.

• Oversee client accounts by developing and nurturing strong relationships with clients, internal partners, brokers, and colleagues through proactive communication and customized service recommendations aligned with business needs.

• Organize system user setups and provide training on client-facing platforms, including web-based payroll, reporting tools, LMS, and service applications.

• Proactively identify clients at risk and lead retention efforts by collaborating with internal teams and consultants to achieve successful outcomes.

• Collaborate with Global Client Operations and cross-functional teams to improve the employee experience and contribute to process enhancements and operational efficiencies.

• Lead and conduct client meetings to review account performance, manage escalations, and resolve complex or high-impact issues.

• Ensure accurate and timely processing of client payroll, maintaining compliance and efficiency.

• Monitor, track, and report on operational performance metrics to guarantee service excellence.

• Analyze data and reporting to identify trends, uncover opportunities, and propose process improvements.

• Identify gaps in client processes and suggest solutions, including the adoption of new products and services tailored to client needs.

• Manage and escalate client issues through the appropriate channels, including case submission and tracking within ClientSpace.

• Deliver benefit reconciliation results and coordinate the resolution of outstanding balances.

• Address client benefit-related inquiries throughout the client lifecycle, ensuring accurate and timely support.

• Assist with benefit renewal communications and processes to ensure successful client outcomes.

• Evaluate and recommend annual adjustments to client administrative fees based on account performance and scope.

• Provide guidance on payroll tax matters, including tax account setup, registrations, and compliance for new state jurisdictions.

• Manage payroll tax notices, ensuring timely escalation, follow-up, and resolution.

• Assist with state and federal reporting requirements, ensuring compliance with applicable regulations.

• Coordinate with third-party vendors to support service delivery and ensure a seamless client experience.

• Serve as support for the assigned region when team members are traveling, out of the office, or unavailable.

• Regular on-site attendance is a key job function due to the necessity for secure system access, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement.

• Build, maintain, and promote relationships with team members, peers across disciplines, and all other company personnel to ensure effective coordination of communications and services impacting clients.

• Participate in webinars and training to stay updated on best practices related to the company and department.

• Complete projects and other tasks as assigned by the supervisor.

⛳️ Requirements

• High School diploma.

• College degree required, or 4+ years of experience in PEO, ASO, HCM, EOR, multistate settings preferred, or an equivalent combination of experience, skills, and education (including other relevant non-traditional degree programs or job training programs) required.

• Preferred 3 to 4 years of experience in a customer service role.

• Prior experience in account management, PEO, EOR, payroll, taxes, benefits, or human resources is advantageous.

• Proficiency in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) with a demonstrated ability to learn additional applications as necessary.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional development and growth.

• Flexible work environment.