Major Account Executive - HBT

$51,500 - $79,619/Yr

Paychex - Rochester, NY

Full-time - Mid Level

Rochester, NY

Professional, Scientific, and Technical Services

About the position

The Major Account Executive serves as the primary contact for high-revenue clients and brokerages, focusing on building strong relationships and providing personalized service to ensure client retention. This role involves proactive communication, regular meetings, and managing client expectations while addressing escalated issues promptly.

Responsibilities

• Provides first level customer support for complex, high-revenue clients, ensuring engagement and satisfaction.
• Resolves escalated customer service issues or complaints to optimize client satisfaction.
• Conducts client training for implementation and ongoing needs to ensure client retention.
• Promotes process improvements to increase efficiency in the Client Service department.
• Advocates for new functionality and system updates with other business units and participates in development processes for system enhancements.
• Performs regularly scheduled enrollment transaction audits to ensure accurate configuration and optimal system functionality.
• Responsible for front-end application customization as requested by clients to meet their needs.
• Performs minor site updates and submits tickets to the Technical Operations team while maintaining client ownership for site integrity.
• Acts as a liaison between clients and the BeneTrac Technical Operations Team to enhance visibility and communication.
• Provides mentoring to less experienced personnel to ensure adequate training of Major Account Support representatives.
• Other duties as assigned to support the general purpose of the position.

Requirements

• Bachelor's Degree - Preferred
• 1 year of experience as a trained and qualified Major Account Support Rep.
• 5 years of experience in Customer Service/Employee Benefits experience.
• Experience with an employee benefit system is highly desirable.
• Possesses advanced knowledge of the Flock functionality to ensure maximum utilization of the software.
• Demonstrates strong customer service skills.

Benefits

• Competitive salary based on experience and location.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.