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. In-depth knowledge of customer service best practices, ensuring consistent, high-quality support across all channels. Demonstrated ability to manage multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail. Advanced problem-solving and analytical abilities, with a focus on resolving issues efficiently and accurately. Highly adaptable in fast-paced environments, able to respond effectively to shifting priorities and business needs. Sound decision‑making abilities, including evaluating complex information and determining appropriate actions. Maintaining professionalism and composure while working with a variety of personalities and situations. A flexible, team-oriented self-starter who thrives in a startup environment. Strong escalation management and innovative problem-solving skills, with a creative approach to overcoming challenges. Must be coachable, open to receiving feedback for continuous improvement, and willing to share insights on process enhancements for the company
Education & Experience Bachelors degree required or 2-5 years of experience in a consultative, multi-client account management role within HCM disciplines or a SaaS organization, or related experience required or equivalent combination of experience, skills, education (including other relevant non-traditional degree programs, or job training programs) preferred. Experience in Microsoft Office software (Outlook, Teams, Excel, PowerPoint) and demonstrated ability to learn other applications as needed.
Physical, Mental, & Communication Demands
Physical Demands: Sedentary Work: Occasionally involves sitting for extended periods, often at a desk or computer. Manual Dexterity: Frequent use of hands and fingers to operate a computer keyboard, mouse, and other office equipment. Mobility: Occasionally walking or traversing throughout the office to meet with leaders and other employees. Visual Acuity: Ability to read and analyze data on a computer screen (or to read and analyze data with reasonable accommodation) and in printed materials. Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies. Travel: Occasional travel may be required for meetings, site visits, or leadership sessions. Mental Demands:
Concentration & Attention to Detail: Sustained focus is required to manage client inquiries accurately, update CRM records, and follow established processes. Problem Solving: Ability to assess client issues, analyze information, and apply appropriate solutions or escalate concerns as needed. Decision Making: Exercises sound judgment in prioritizing tasks and responding to client needs within defined guidelines. Multitasking: Manage multiple client interactions, tasks, and deadlines in a fast‑paced, queue‑based environment. Adaptability: Ability to adjust to changing priorities, product updates, and evolving business processes. Stress Management: Maintain professionalism and effectiveness while handling client concerns, deadlines, and performance metrics. Communication Demands:
Verbal Communication: Frequent communication with clients, supervisors, and team members via phone, video meetings, and in person. Written Communication: Regular preparation of clear, accurate, and professional written correspondence, including emails, CRM notes, and internal documentation. Interpersonal Skills: Ability to establish rapport, collaborate with cross‑functional teams, and deliver service‑oriented communication. Active Listening: Effectively listen to and understand client needs in order to respond appropriately and provide solutions. Professional Presence: Communicate information clearly and respectfully with individuals from diverse backgrounds and varying levels of technical understanding. Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.