What are the responsibilities and job description for the Payroll/HCM Client Support Manager position at PNI•HCM?
About Payroll Network (PNI HCM)
Payroll Network (PNI HCM) partners with clients to resolve workforce, process, and business challenges so employers can achieve greater success through their associates. Payroll, HR, time, talent, benefits, compliance, and workforce management are delivered in a unified isolved platform that increases retention and productivity. Founded in 1998 and headquartered in Rockville, MD, Payroll Network (PNI HCM) has been recognized by The Washington Post and Washington Business Journal as a Top Workplace and is a proud supporter of the Cameron K. Gallagher Foundation in raising awareness about teenage depression and anxiety.
Job Summary
The Client Support Manager is the professional resource responsible for managing critical elements of our support organization-overseeing the inbound Support team, driving performance, and ensuring exceptional client service. In this role, you will lead by example through strong leadership practices including hiring, firing, performance management, and proactive coaching. You will also define and deliver associate training, manage escalations, and ensure adherence to our service standards using our internal applications (CRM, isolved, Call Tower, etc.) while maintaining a thorough understanding of payroll practices, processes, and applicable taxation laws.
Key Responsibilities
Team Leadership & Personnel Management
What a Normal Day Looks Like While no two days are identical in this dynamic role, a typical day will include:
Does This Sound Like You? If you are passionate about technology and people, thrive in a fast-paced environment, and have a proven track record of strong leadership and driving performance, we want to hear from you.
If This Sounds Like You, APPLY TODAY! It only takes 3 minutes to start your new career with a fantastic company!
Equal Opportunity Employer Payroll Network, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Payroll Network, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Payroll Network reserves the right to conduct background investigations and reference checks on all of its potential employees. All employment offers, therefore, are contingent upon clearance of such a background investigation and satisfactory reference checks. Employment offers are also contingent upon compliance with Form I-9 completion timelines and confirmation of employment authorization by E-Verify.
Payroll Network (PNI HCM) partners with clients to resolve workforce, process, and business challenges so employers can achieve greater success through their associates. Payroll, HR, time, talent, benefits, compliance, and workforce management are delivered in a unified isolved platform that increases retention and productivity. Founded in 1998 and headquartered in Rockville, MD, Payroll Network (PNI HCM) has been recognized by The Washington Post and Washington Business Journal as a Top Workplace and is a proud supporter of the Cameron K. Gallagher Foundation in raising awareness about teenage depression and anxiety.
Job Summary
The Client Support Manager is the professional resource responsible for managing critical elements of our support organization-overseeing the inbound Support team, driving performance, and ensuring exceptional client service. In this role, you will lead by example through strong leadership practices including hiring, firing, performance management, and proactive coaching. You will also define and deliver associate training, manage escalations, and ensure adherence to our service standards using our internal applications (CRM, isolved, Call Tower, etc.) while maintaining a thorough understanding of payroll practices, processes, and applicable taxation laws.
Key Responsibilities
Team Leadership & Personnel Management
- Oversee all aspects of personnel management including hiring, training, performance evaluation, performance management, and compensation reviews.
- Lead by example with strong, hands-on leadership-beyond mentoring-to drive performance, including making tough decisions such as hiring and, if necessary, terminations.
- Conduct regular one-on-one meetings with direct reports (weekly or biweekly) to provide coaching, feedback, and performance development.
- Monitor phone queues and CRM queues to ensure timely case resolution and adequate coverage.
- Be available throughout the day to assist the Support team with client questions, processing issues, or procedural clarifications.
- Jump in as needed to take calls and resolve cases, ensuring client escalations are de-escalated and resolved efficiently.
- Conduct team meetings to keep the team informed of updates, changes, and performance metrics.
- Collaborate with cross-functional teams and initiate follow-up with all functional areas on process improvements and client experience initiatives.
- Participate actively in internal meetings to represent the Support organization and contribute to company-wide improvements.
- Develop, monitor, and coordinate support metrics aligned with company goals and set high-performance standards.
- Create proactive client campaigns to identify trends, address recurring issues, and prevent future problems.
- Establish and adjust staffing schedules to ensure optimal phone coverage and service levels.
- Define and deliver associate training for new hires and existing team members.
- For external candidates, complete the required training modules post-onboarding; note that the Manager role is not subject to phone queue or case resolution expectations but must still complete the broader training curriculum.
- Maintain a proactive mindset, always anticipating client needs and fostering a one-team approach.
- Follow current security protocols and perform other duties as needed.
What a Normal Day Looks Like While no two days are identical in this dynamic role, a typical day will include:
- Being readily available to support the team with client questions, processing or procedural issues, and handling escalations.
- Monitoring phone and CRM queues to ensure that support cases are managed promptly.
- Holding one-on-one meetings with direct reports (weekly/biweekly) to review performance and address development needs.
- Actively participating in internal meetings and collaborating with other departments to drive continuous improvement.
- Jumping in to assist with client calls or case resolution when needed, ensuring that client issues are de-escalated and resolved effectively.
- Experience & Leadership:
- Minimum of 3 years in leading a team of Client Support representatives, with strong leadership experience that includes hiring, firing, and comprehensive performance management.
- At least 5 years of experience in a client support environment, preferably within the HCM software industry (isolved experience is a plus).
- Key Skills & Attributes:
- Superior service skills and a client-focused approach that drives customer loyalty.
- Proven ability to lead by example, mentor, coach, train, and drive team performance.
- Strong client relationship-building skills and a demonstrated ability to de-escalate challenging client situations.
- Exemplary communication skills (verbal and written) and a positive, proactive attitude.
- Proficient in Microsoft Office and familiar with the latest web technologies and various operating systems.
- Demonstrated adaptability and flexibility in managing multiple tasks and detailed projects concurrently.
- Nice to Haves:
- Professional certifications such as SHRM, CPP, or FPC are highly desirable.
- Education:
- BA/BS in Accounting, Finance, Business, or equivalent work experience in the HCM industry is preferred.
- Schedule & Flexibility:
- This position operates Monday-Friday, 10:00 AM to 7:00 PM EST.
- Must be flexible to work overtime when necessary.
Does This Sound Like You? If you are passionate about technology and people, thrive in a fast-paced environment, and have a proven track record of strong leadership and driving performance, we want to hear from you.
If This Sounds Like You, APPLY TODAY! It only takes 3 minutes to start your new career with a fantastic company!
Equal Opportunity Employer Payroll Network, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Payroll Network, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Payroll Network reserves the right to conduct background investigations and reference checks on all of its potential employees. All employment offers, therefore, are contingent upon clearance of such a background investigation and satisfactory reference checks. Employment offers are also contingent upon compliance with Form I-9 completion timelines and confirmation of employment authorization by E-Verify.
