Referral Jobs (askreferral.io)

Payroll

• Develop deep understanding and expertise for Remote Payroll and HR product(s) and services
• Take responsibility for the entire customer journey, and grow them into long term partners with a direct focus on payroll services.
• Long-term customer relationship management, ensuring the success and satisfaction of payroll customers.
• Own client retention & expansion, within payroll product and services.
• Identifying upselling & cross-selling opportunities, managing campaigns and product promotion and introducing new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity and HRIS)
• Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) product(s).
• Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements.
• Work closely with the Payroll, Product and Sales team to help ensure the right expectations are set for payroll customers.
• Educate and train customers on key payroll information and processes to set them up for success.
• Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues.

Senior Payroll Customer Success Manager