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G&A Partners · 1 day ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

G&A Partners is a Houston-based professional services firm that has been helping entrepreneurs for over 30 years. They are currently seeking a Client Success Manager responsible for ensuring client satisfaction, managing relationships, and aligning client business objectives with G&A’s services and technologies.

ConsultingHealth CareHealth InsuranceHuman Resources

Growth Opportunities

Hiring Manager

Eleesha Martin

Responsibilities

Conducts client expectation meetings to review service history and develops a service plan for strategic service delivery across the full spectrum of all services provided by G&A

Maintains insight and knowledge of the clients’ business structure, operational environment, and strategic goals to be able to align proactive support for all G&A service offerings to support the clients’ strategic business goals during each stage of the client service cycle

Analyzes and presents pertinent data to client group CEOs and decision makers to help them meet their goals

Remains current on basic core employment law fundamentals to help identify client risk or needs

Manages the client experience to meet and exceed client expectations; helps to resolve any issues or escalations

Maintains close and constant contact with your assigned client base to establish a proactive service relationship and become their trusted advisor

Consistently meets with and solicits feedback from key stakeholders with the client to ensure G&A is delivering on expectations and driving the service strategy

Ensures appropriate resolution of client issues by engaging relevant internal stakeholders and delivering recovery plans where appropriate

Builds and leverages collaborative relationships with the assigned internal client service team to provide exceptional experiences and services to your assigned clients

Manages the annual Client Service Agreement (CSA) renewal process to promote retention and encourage the addition of any additional revenue items they may need

Maintains knowledge of all G&A service offerings (Technologies, Risk, Payroll, Benefits, HR, etc.) to be able to manage client needs and expectations, working with the internal client support team and management to ensure client expectations and needs are met

Markets to existing clients any new products that come out of G&A’s emerging product line

As directed by the Client Onboarding team, meets with new PEO & ASO clients to develop a transition plan

Actively participates in all new client onboarding meetings (onsite and virtual) to include client site employee enrollments, benefits considerations, payroll set up, and any other defined service the client subscribed to receive

Responsible for first line responses to client NPS surveys and the management of related issues by assigning tasks to appropriate service areas and following assignments through to completion

Actively engage in the NPS process to drive client satisfaction

Reports client feedback to all key stakeholders and delivers analytics on client engagement activities

Manages and documents client service visits and activities in a customer relationship management system

Travels as needed to client locations and offices to meet clients’ needs and G&A operational needs

Qualification

Business experienceHuman Resources experienceMicrosoft 365 proficiencyProject management certificationPHR/SPHR certificationBilingual Spanish/EnglishCore business competenciesBasic employment law knowledgeTime management skills

Required

A bachelor's degree is preferred - Business, Human Resources, or related field

5+ years' experience in Business or Human Resources and operational business experience is required

Excellent time management skills with the ability to utilize the available time to organize and complete work within given deadlines

A strong background on core business competencies, basic employment law best practices, and best practices to be able to identify and advise clients on strategic solutions for all areas of the client offerings

Proficiency in Microsoft 365 applications