Client Engagement Specialist

Company Description

Payroll Experts is dedicated to helping organizations find better ways to manage their employee lifecycle with a single source code HCM solution. As a proud partner of the UKG Ready platform, we combine top-tier technology with personalized, one-on-one support to meet your business needs. As a privately held company, our focus is solely on serving our clients and their employees with their best interests in mind. We prioritize solutions that streamline processes and enhance user experiences to help organizations operate more effectively. Join us as we create better ways, one organization at a time.

Location: Scottsdale, AZ - Hybrid

Compensation Range: $70k-80k

We want you to help us do these things (Your Role’s Key Obsessions): 

• Proactive Prevention: Identify and address client issues by analyzing trends and recurring request types through Zoho Desk reporting. 
• Client Confidence: Execute targeted "Pulse Checks" to address trends and recurring request types. The goal is to resolve specific issues through frequent, targeted touchpoints to increase client health. These checks ensure clients understand system logic (e.g., Accruals, Benefits) to make informed decisions, notify clients of beneficial new functionality, or simply engage "quiet" accounts to ensure satisfaction with our software and support. This proactive outreach improves client happiness and prevents recurring issues. 
• Agile Support: Provide high-level Tier 2 coverage during team absences or high-volume periods to maintain response time standards and SLA compliance. 
• Project Assistance: Support Tier 2 by managing time-consuming projects, such as tax amendments, data audits, and other complex support items. 
• NPS & Retention: Drive overall client satisfaction and retention through meaningful, recurring interactions and expert-level guidance. 

In order to be a good fit for this organization, you must be humble, hungry and smart. Additional minimal qualifications are as follows:  

Qualifications & Skillet: 

• Experience: 2 years of HCM implementation or support experience, specifically with UKG Ready 
• Education: Bachelor’s Degree or equivalent professional experience. 
• Certifications: UKG Ready Certification(s) preferred; Fundamentals of Payroll Certification (FPC) is a plus. 
• Systems Acumen: High proficiency in navigating and configuring HCM systems and interpreting ticketing analytics (Zoho Desk).   
• Communication: Exceptional written and verbal communication skills, with the ability to present complex logic to clients effectively.  
• Character: Must be a self-starter who is humble, hungry, and smart.  

Job Duties: 

• Data-Driven Trend Analysis: Regularly audit Zoho Desk reporting to identify patterns in client questions or recurring hurdles that indicate a need for targeted education. 
• Targeted "Pulse Check" Consulting: Lead scheduled, high-impact meetings with clients to resolve specific technical issues and explain complex system logic, such as Accrual or Benefit configurations. 
• Proactive "Quiet Account" Engagement: Initiate recurring touchpoints with clients who do not frequently use support to ensure their continued satisfaction and software health. 
• System Enhancement Advocacy: Review UKG Ready release notes and new functionality to proactively notify clients of features that could improve their specific workflows. 
• Project Management: Execute time-consuming, high-complexity tasks including tax amendments, deep data audits, and system re-configurations to prevent support "log jams". 
• Tier 2 Strategic Backup: Serve as the primary escalation point and provide inbound support coverage during high-volume periods or team absences to maintain SLA compliance. 
• Client Risk Mitigation: Define and monitor data points to identify "at-risk" clients and quarterback internal plans to improve their experience and ensure retention. 
• Cross-Functional Subject Matter Expertise: Shadow Implementation Coordinators and participate in advanced UKG training to maintain expert-level knowledge across all main modules.