The Client Account Manager is a customer service position that works with a portfolio of Clients, internal teams, and partners across the globe.
The Client Account Manager is responsible for :
Ensuring the overall quality and on-time delivery of global payroll while increasing client satisfaction
All critical steps to provide our Clients a seamless payroll process from input to pay date
Contributing to internal projects while developing and learning his or her ongoing client base and participating in ongoing trainings
Understanding each client-specific process to provide key recommendations for improvements and efficiency gains
This position reports to a Supervisor of Client Services.
Essential Duties & Responsibilities
Participate in ongoing training sessions on company protocols for international payroll management and client services for the first 3-6 months of initial start date.
Assist with internal projects and collaborate with other departments to achieve companywide goals while training on Celergo's processes and protocols.
Work effectively within the team to ensure all department and payroll deadlines are met.
Responsible for generating reports to analyze, audit, and reconcile payroll data.
Strong communication and cross-cultural skills to collaborate with international team members.
Responsible for the accuracy and timeliness of each Client's payroll.
Complete and deliver monthly checklist metrics : -
Ensure timely completion
Ensure step by step processes are followed
Ensure payrolls are paid on time
Ensure invoices are billed accurately
Manage controls (client and internal changes) :
Ensure that all documentation is up to date
Ensure all deliverables are completed timely and accurately
Provide clients with :
Strong critical problem-solving results
Facilitate long-term relationships
Ensure each client payroll calendar is managed timely and effectively with both the client and global payroll providers
Ensure client deliverables and Service Level Agreements (if present) are being completed timely and accurately
Serve as client advocate and collaborate internally and externally as needed to ensure client needs are understood and expectations are met
Review and communicate payroll changes between the Client and global payroll providers
Audit payroll calculations from global payroll providers
Manage all steps of the funding process
Generate consolidated invoices for client approval and funding initiation
Maintain open items logs and track improvements to ensure all open items are closed
Passion - Client Service Management
Education Secondary School / College degree
Experience Minimum of 1 year of professional experience in a service environment
Other Skills and Abilities
Bilingual language skills are a plus.
Excellent written and verbal communication skills
Ability to maintain priorities in a constantly changing environment
Strong organization skills / accuracy
Expertise using MS Office applications
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