Client Services Account Manager - Bilingual HRSmart
Job Type Full Time
This position manages all aspects of customer relationships and services for an assigned portfolio of HRsmart clients. The Client Service Account Manager?s job consists of a supporting the client?s requests and engineering solutions to the unique challenges given by HRsmart?s client-base. This will include, but not limited to, post go-live customer support, professional consultation, and internal process development. You will be assisting our clients by troubleshooting issues, answering questions and ensuring that HRsmart is helping the client meet their business objectives. This will be accomplished by providing expert support, product education and identifying opportunities for change. In addition, you will be given the authority to be an internal sponsor for the customer and are responsible for the overall client satisfaction for the assigned accounts.
Primary Job Responsibilities:
Applying proven client support techniques, methods and tools, coordinate multiple accounts of small to medium scale; including developing task schedules, tracking client requests and managing the progress of each task through the ticket life cycle.
Track, report and communicate trends in: issues, customizations, action items and key business milestones for the client.
Facilitate the verification of scope, business, technical, and customization requirements documentation as needed.
Manage and maintain customer relationships.
Lead interdepartmental team initiatives to resolve customer issues/concerns
Provide guidance to clients on HR best practices
Assist in defining and mapping new processes and in facilitating the continuous improvement of existing processes.
Facilitate meetings and establish all paper flow and document control.
Perform other duties as assigned.
Required Knowledge and Skills:
Bilingual - Fluent Spanish
1-3 years experience in a client service / client facing role.
Excellent written and verbal communication; experience in conflict management and negotiation.
Demonstrated hands-on experience and good working knowledge of software development, testing, change management and project management skills.
Demonstrated ability to document and resolve issues.
Knowledge of Human Resource Processes and Policies (OFCCP, HRIS, etc.)
Work Shifts Available 8:30a - 5:30p and 10:00a - 7:00p; and for after hours support periodically on nights and weekends.
Desired Knowledge and Skills:
Ability to work in a demanding and rapidly changing environment.
Commitment in being pro active and being a problem finder for the clients
E-commerce and front-end (customer facing) project experience.
Experience Required or Educational Equivalent:
1-3 years in a true client support role (Lead)
Two (2) or more years working with web-based software applications
Experience with Microsoft office
Experience with group facilitation
Experience with MS Project
Experience with PHP, MySQL, CSS, HTML
Two (2) or more years experience in an HR role
Spanish speaking a plus, but not necessary
Training, Certification and/or Educational Requirements:
Bachelor?s Degree or equivalent experience
Education Bachelor's Degree
||2929 North Central Expressway |
Richardson, TX 75080