Enterprise Account Manager

The Enterprise Account Manager is the primary point of contact for our largest multi-service customers. The multi-faceted world of HR Managed Services can be difficult to tie together and that is where our Enterprise Account Managers are able to make the difference. By ensuring that our service operations are synergized and delivering the highest degree of customer satisfaction. If you enjoy leadership, building relationships based on trust, reliability, and results. If you enjoy and owning service coordination, inspection, and process improvement, this is a role for you. Your communication, organization, and ability to identify and address clients needs while representing Puzzle HRs broad suite of services is the key to success if this role. Ultimately, you will contribute to building profitable, long-term relationships with our customers.

Essential Duties and Responsibilities:

• May have direct leadership of Puzzle internal account team for some customers.

• Matrixed leadership and management responsibility across Puzzle internal Managed Services teams.

• Primary point of contact for customer inbound feedback and inquires for Puzzles largest customers.

• Building strong relationships with customer contacts and other stakeholder allowing for regular interactions and program health.

• Report the status of customer health along with service (solutions and enhancements) recommendation.

• Transition customers from service implementation process to ongoing service operations smoothly.

• Coordinate and host meetings with key customer stakeholders to ensure program is delivering on the service obligations listed in the customers service agreement.

• Ensure customers have the correct services to support their business. Suggest new services that may maximize customer satisfaction and realized value of the Puzzle partnership.

• Leads and facilitates internal collaboration with all Managed Services teams to establish client success, trust and confidence.

• Supports each Managed Service in their creation of Standard Operating Procedures for all aspects of service delivery.

• Works in collaboration with Puzzle internal teams to assess, deploy and monitor necessary service improvements.

• Owns, addresses, and creates action plan for complex escalations and orchestrates support to team and clients accordingly.

• Other duties as assigned.

Key Skills:

Leadership, management, coaching and employee development.

• Advanced understanding of HR best practices is a plus.

• Customer account management or skilled customer service delivery.

• Project management or equivalent experience in monitoring and driving progress of coordinated company actions.

• Organizing, managing, and tracking multiple detailed tasks and assignments with frequently changing priorities and deadlines in a fast-paced work environment.

• Human Resources experience including, Payroll, Benefits, Employee Onboarding, Talent Acquisition is highly preferred

• Excellent written and oral communication.

• Effectively learning and navigating a variety of HR systems and platforms such as: payroll, benefits, applicant tracking systems, HRIS required.

• Delivering clear, concise, and effective presentations to various audience including executive level.

• Handling sensitive and confidential information.

• Building service value.

Requirements

• Bachelors Degree and/or a minimum of five (5) years in related human resources experience preferred
• A minimum of five (5) years in related HCM experience preferred
• PHR/SHRM Certification preferred
• Demonstrated ability to identify, surface and execute improvements

Benefits

• Medical, Dental, and Vision - 1st of month after month of hire
• 401(k)
• Paid Time Off (including holidays, vacation, sick)
• Team Events and recognition
• High growth continuous learning organization with advanced opportunities