Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.  

As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Director, Client Support. The Director, Client Support at PrimePay is entrusted with spearheading unparalleled client experiences by overseeing the utilization of our Payroll and HCM solutions. This role necessitates adept leadership skills to guide and influence a team of Client Support Managers. Success is gauged through surpassing retention objectives, elevating NPS scores, and augmenting client satisfaction across designated regions and portfolios. This role orchestrates day-to-day operations of support teams catering to Payroll, TLM, ACA, and/or HR Compliance services.

At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment.  With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day.  Interested? Join us in our evolution!

Key Responsibilities:

• Lead cross-functional service teams to surpass service delivery, quality, and client retention objectives
• Demonstrate expertise across PrimePay solutions: payroll processing, TLM, ACA, and HR compliance
• Manage PrimePay's service best practices and efficient transactional processes
• Ensure precise and timely payroll processing, encompassing employee pay, benefit deductions, and tax requirements
• Supervise all aspects of payroll administration software, from its operation to its usage, including reporting, adherence to standard procedures, and client service policies
• Leverage data to manage team performance and business KPIs, while identifying trends and areas of improvement
• Develop and refine services aligning with evolving client needs and company resources
• Spearhead solutions to overcome service issues and promote process improvement and efficiencies
• Collaborate with Client Service Leaders to optimize operational strategy and performance
• Mediate conflicts, motivate teams, and occasionally conduct on-site client visits
• Manage expenses within allocated budgets and recommend short and long-term staffing models

 Qualifications:

• Bachelor’s degree in a business-related field preferred
• 10 years of experience in relationship management and customer service  Minimum 5 years’ experience in team management, with 2+ years’ experience leading leaders preferred
• Experience in Payroll, HCM, or related areas is preferred
• Proficiency in accounting, finance, payroll, or related disciplines with a solid understanding of compliance regulations and government requirements
• Demonstrated experience in relationship management and customer service roles, exhibiting strong problem-solving and leadership abilities
• Proven track record of managing teams and leading leaders, ideally in Payroll, HCM, or related domains
• Proficiency in utilizing Outlook, Word, Excel, and preferably Salesforce for effective workforce management and reporting
• Exceptional communication and conflict resolution skills, enabling effective mediation and team motivation
• Comprehensive understanding of operations policies and procedures, coupled with exceptional analytical skills to optimize operational strategies and performance

PrimePay Offers:

• A competitive salary in the $130 - $140K range based on experience
• Access to personal, group training and career advancement
• Leadership development through individualized support and career mentoring
• Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD

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