The Global Account Manager, US is responsible for driving activities that enhance client operations, technology performance, productivity, and client satisfaction. To be successful in this role, you should be committed to providing excellent customer experience and be able to ensure operational efficiency.
Essential Duties and Responsibilities Serve as the primary point of contact for clients and partners, ensuring a consistent and highquality customer experience. Manage client accounts by building and maintaining strong relationships with clients, internal partners, brokers, and peers through proactive communication and tailored service recommendations aligned to business needs. Coordinate system user setup and deliver training on client-facing platforms, including webbased payroll, reporting tools, LMS, and service applications. Proactively identify at-risk clients and lead retention efforts by collaborating with internal teams and consultants to drive successful outcomes. Partner with Global Client Operations and cross-functional teams to enhance the employee experience and contribute to process improvements and operational efficiencies. Lead and facilitate client meetings to review account performance, address escalations, and resolve complex or high-impact issues. Support accurate and timely client payroll processing, ensuring compliance and efficiency. Monitor, track, and report on operational performance metrics to ensure service excellence. Analyze data and reporting to identify trends, uncover opportunities, and recommend process improvements. Identify gaps in client processes and recommend solutions, including adoption of new products and services tailored to client needs. Manage and escalate client issues through appropriate channels, including case submission and tracking within ClientSpace. Deliver benefit reconciliation results and coordinate resolution of outstanding balances. Manage client benefit-related inquiries throughout the client lifecycle, ensuring accurate and timely support. Support benefit renewal communications and processes to drive 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 required state and federal reporting requirements, ensuring compliance with applicable regulations. Coordinate with third-party vendors to support service delivery and ensure seamless client experience. Act as support for assigned region when team members are traveling, out of office or unavailable. Regular, on-site attendance is an essential job function due to the need for secure access to systems, 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 team members ensuring effective coordination of communications and services affecting clients. Attend webinars and training to stay up to date on best practices related to the company and department. Complete projects and other duties as assigned by supervisor. Knowledge, Skills, and Abilities Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and build positive working relationships. Strong time‑management skills, with the ability to prioritize effectively in a fast‑paced environment. Strong ability to collaborate effectively with internal departments to support seamless operations and workflow coordination. Strong work ethic and commitment to teamwork, contributing positively to a collaborative and supportive work environment. Exceptional attention to detail, including the ability to thoroughly review printed documents and ensure they meet quality and accuracy standards. Demonstrated ability to maintain strict confidentiality and handle sensitive information with professionalism and discretion. Customer-focused professional with the ability to effectively engage and build strong relationships with individuals across diverse industries and backgrounds. Ability to provide systems training and support as needed. Education & Experience High School diploma College Degree required or 4+ years of PEO, ASO, HCM, EOR, multistate experience preferred or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) required. · 3 to 4 years of experience in a customer service role preferred. Previous experience in account management, PEO, EOR, payroll, taxes, benefits, or human resources is a plus. Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
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