Client Success Manager

Note: Open to remote opportunities - candidates that reside in MN preferred

At Procare HR, we're on a mission to transform workforce outcomes for care providers through our industry-focused HR services model. We offer comprehensive HR services, including payroll processing, benefits administration, workers compensation management, and general HR support. Our core values drive our culture, emphasizing positivity, curiosity, accountability, gratitude, and growth.

Who We Are - Core Values

• We strike the gong – Actions have a ripple effect. Every engagement is an opportunity to have a positive impact on our clients and team.
• We laugh – Laughter is contagious. Keep it light when things are tough. Life is short, celebrate.
• We explore – Individual curiosity and resourcefulness lead us to better solutions.
• We show up – Sense of duty and accountability is part of our DNA. How we show up matters.
• We are grateful – We are grateful for our clients and for each other, and approach all situations with humility. We appreciate the experiences that have shaped us.
• We grow - We embrace the struggle that comes with personal growth so that we can better ourselves and our team.

About The Role
Organized, detailed, and client-focused, as the Client Success Manager (CSM) you will be “the keeper of all things!” – client account details, client data, all service and related activities and projects, and overall experience.

In Medium, Large and Enterprise accounts, you will own certain supervisor, operational, and finance relationships and play a support role to other stakeholders via project management, HR Data and Reporting, maximizing UKG capabilities and functions, and being supportive, helpful, and responsive in all interactions with clients.

When assigned an account, it belongs to you. Clients feel peace of mind knowing their supervisors are engaged, supported, and empowered in their partnership with Procare, and appreciative of your attention to detail, follow-through, and relentless focus on experience. You are responsible for the success and satisfaction of everything related to that account and Procare services. Your clients trust and love you. You are the reason they cannot live without us.

Your Responsibilities

Primary Contact for Client Engagement

• Serve as the primary supervisor point of contact for all Procare functions and facets, heavily focused on education, UKG efficacy, and problem-solving (with respect to client segmentation stakeholder expectations)
• Know our services inside and out to provide an amazing client experience, holding client and team members accountable and removing roadblocks
• Build and maintain trust and transparency, develop long-lasting, healthy relationships with clients
• Function as the chief of staff to the Director of Client Engagement and the Director of Client HR
• Ensure delivery and resolution of client expectations and service requests, including client issues and escalations
• Manage and track all client projects, including cross-functional department projects
• Facilitate client meetings, including scheduling, meeting and agenda prep, and account/project status updates
• Achieve client engagement targets via email, phone, video, and in-person support

HR Data and Reporting

• Ensure accuracy, integrity, and timely availability of data to solve HR problems and to support operations
• Produce client reporting such as Client Executive Summary, HR Scorecard, UKG dashboards and reporting
• Deliver labor analytics in key HR areas to develop, manage and support workforce planning initiatives
• Measure and report on the efforts and successes (KPIs) for clients and internally
• Identify and support ways to improve performance, efficiency, and efficacy based on metrics and client feedback. Deeply understand client data – where it comes from, how it’s determined, why it’s valid
• Provide insights from customer data to the marketing and sales departments in order to retain clients

HR/HRIS Administration and Technical Expertise

• Develop and maintain technical proficiency in HRIS, specifically problem-solving and reporting
• Serve as the HRIS-user and Salesforce-user SME
• Support HR module configuration & discovery

This Role is a Good Fit if You

• Have a bachelor's degree in business administration, human resources, or a related field
• Possess 3+ years of progressive experience in a customer success role
• Possess 3+ years of HR experience, preferably experience in payroll - highly preferred
• Have experience in a healthcare setting, preferred
• Possess 3+ years of HRIS system knowledge and experience, UKG preferred
• Are proficient in Salesforce CRM and Microsoft Office Suite
• Have demonstrated ability to increase customer satisfaction
• Preferably have experience in the PEO or HR Shared Services industry

The Perks

• Flexibility!
• Health insurance, with the company paying the single employee premium
• Company paid dental insurance
• Company paid life insurance
• Company paid short- and long-term disability insurance
• A 401K plan with company match
• Paid Time Off
• Additional ancillary benefits including Vision, Cancer, Critical Illness, Hospital Indemnity, Voluntary Life/AD&D, Accident and Legal
• Company paid parking at HQ

This job posting contains some general information about what it is like to work at Procare HR and is not a complete job description. Procare Team Members perform a number of different tasks every day, and this posting does not list all of the essential functions of the job.

Procare HR provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.

Procare HR is an Equal Opportunity Employer.