OVERVIEW DESCRIPTION:

The Key Account Manager serves as the primary relationship owner for MP's largest clients. This role is critical to the continued success and growth of our company and is responsible for cultivating and retaining long-standing partnerships with our top tier clients. This role will be the primary point of contact acting as an advocate to ensure clients are utilizing our suite of HCM services to its fullest potential by leveraging internal resources to ensure an exceptional client experience.

The ideal candidate for this position will be confident serving as a champion and ensuring the success of our most valuable accounts by holding regular meetings with clients, resolving any escalated concerns, identifying areas of training needs, and fostering a strong partnership.

*This position can be done remotely*

WHAT YOU WILL DO: (Responsibilities)

• Serves as a liaison who advocates for our clients and leverages internal resources with various departments to deliver exceptional customer service.
• Ensure 100% retention as well as negative net churn on a determined list of top revenue customers of MP.
• Build and maintain relationships with C-Suite of Key Accounts (CEO, CFO, COO, HR Director) for client satisfaction with product suite and escalation path.
• Observe and track MP services and product utilization rate and make recommendations internally and to the customer on how to drive adoption of full suite
• Collaborate internally at MP to ensure customer success. For existing clients ensure timely resolutions of issues as well as training in areas needed. For newer clients ensure the implementations team is hitting determined milestones and providing proactive service.
• Collaborate with Customer Success Manager to identify upsell/enhancement opportunities
• Collaborate with MP Sales Team on high revenue customers in pipeline for early engagement/introduction to prospective client.
• Track any modules and services that were subscribed to and not implemented during initial client onboarding
• Maintain a NPS Score of 65 or above on our top revenue accounts
• Provide feedback to MP Leadership Team updates on top revenue customers and risk profiles
• Monitor key executive movements within top revenue accounts and communicate to appropriate MP teammates
• Design a meeting cadence to consistently collaborate with internal team and top revenue client list.
• Maintain client health notes within CRM and action items within each account

WHO YOU ARE: (Skills & Qualifications)

• Bachelor's degree or equivalent experience required.
• 3 years of customer service and client retention experience.
• Strong business acumen and confidence to provide consultation to c-suite clients.
• Proactive, results-oriented self-starter who is passionate about exceeding expectations with a strong sense of urgency.
• Strong problem-solving skills and knowledge of payroll and HCM processes.
• Personable with the ability to build quick trust and relationships.
• Exceptional work ethic: a person that derives energy from doing a good job.
• Must have excellent interpersonal skills, ability to rapidly connect with people.
• Superior presentation, written and verbal communication skills.