Hey, it’s up to you to set the tone for day-to-day interactions with our clients. You’re the first touch point guiding them through an incredible experience. So just remember -- it’s simple. Be human.

Our platform is disrupting the industry in how organizations view the HR function. You will join our expanding Operations team in Atlanta and will be integral in guiding our service teams in delivering a client experience that will drive our business forward. They will handle client questions via phone, chat, and an email queue that pertain to our HCM platform and additional services.

We’re looking for individuals who have a passion for client service, employee development, embrace kindness in their interactions, are able to work effectively as part of a team, and expect excellence from one another!

About the Role

As a Client Service Manager, you will directly manage a team of specialists providing tier 1 and 2 support to our clients across our Namely HRIS and additional services. You will utilize your deep industry knowledge across payroll, benefits administration and/or time and attendance management to drive your team to provide a best-in-class client experience.

Responsibilities

Manage a team of specialists in Namely HR, Payroll and Benefits to work collaboratively in supporting client inquiries. People management responsibilities include hiring, managing performance, goal setting, coaching and developing your team as well as day-to-day resource allocation to achieve client experience requirements

Manage timely and accurate service delivery for our clients across our services

Assess client satisfaction and attrition risk, and maintain accurate attrition forecasting and retention strategies for our clients

Drive clear thinking and excellent problem solving to a range of business challenges that may arise

Collaborate with our Implementation, Product, Engineering, Sales, Operations, Benefits and Legal/Compliance team

Ensure a delightful client experience.

Requirements

5+ years of experience in HR, payroll and/or benefits service delivery, specifically in an environment that includes complex issue resolution, service recovery and escalation management

3-5 years of direct management experience in a service delivery capacity

Strong leadership skills with experience leading client-facing service delivery teams and track record of cultivating teams who provide the highest level of service with uncompromising integrity

A demonstrated passion for making clients successful while empowering teams to achieve desired outcomes independently

Strong communication and interpersonal skills, including proven ability to manage sensitive conversations in high-stakes situations

Business acumen, including resource management, business planning and complex problem-solving skills

Demonstrated ability to successfully build strong relationships with client executives and design service delivery practices to drive business results

Ability to successfully project manage initiatives from inception through launch by determining strategy, creating project plans and ensuring execution

Exceptional ability to work cross-functionally while balancing client’s and Namely’s best interests

A blend of big-company business and process management experience with the ability to translate needs to entrepreneurial, startup organizations

Background in driving efficiencies and building process

A positive can-do attitude and contagious energy

BS/BA Degree.

Nice to Have

Client service experience at a technology and/or software company

Industry certifications (i.e. FPC, CPP, CEBS, PHR, SPHR, etc.)

About Namely

Namely is the first HR, payroll, and benefits platform employees actually love to use. People are at the center of everything we do—from our platform to our staff. Why join us? We believe every company and every employee deserves a great workplace, supported by HR technology they use and love. Most importantly, we believe in giving you the tools you need to do the best work of your career.

We invite you to fill out the EEO survey below as part of our ongoing diversity initiatives at Namely. Your participation in the survey is completely optional and voluntary, and none of the information you provide will be considered in the hiring process or with respect to any employment decision made by Namely. Namely will have access only to anonymized data submitted through these surveys.