For over 25 years, G&A Partners has been helping entrepreneurs grow their businesses, take better care of their employees, and enjoy a higher quality of life by providing proven HR solutions and technology. A growing, Houston-based professional services firm, G&A Partners is currently seeking a Client Success Manager to join its team on the east coast.

A competitive compensation and benefits package is available to include health benefits and 401(k), recognition awards and bonuses and the opportunity to work for a highly respected and award-winning company.

Summary

A Client Success Manager is responsible for the overall satisfaction of G&A’s top client accounts and is responsible for the alignment of clients’ business objectives with the service offerings and technologies provided by G&A.  The role assesses and anticipates the business needs of the client and works with G&A teams internally to ensure design, implementation, compliance with local/state/federal employment standards, and servicing of integrated solutions.   The Client Success Manager is responsible for managing client relationships and customer satisfaction, driving increased revenue from client service agreement renewals each year, and ensuring continued growth and retention. A Client Success Manager manages ongoing relationship building with the C-suite and decision makers of G&A’s top client accounts and acts as the highest point of escalation for client concerns. The individual will work collaboratively with the sales, services, and operations teams to ensure the client receives excellent service in all interactions. The Client Success Manager assumes total ownership for the events in the clients’ service cycle.  

• Conducts client expectation meetings to review service history and develops a service plan for strategic service delivery across the full spectrum of all services provided by G&A.
• Maintains insight and knowledge of the clients’ business structure, operational environment, and strategic goals to be able to align proactive support for all G&A service offerings to support the clients’ strategic business goals during each stage of the client service cycle.   
• Analyzes and presents pertinent data to client group CEOs and decision makers to help them meet their goals.
• Remains current on basic core employment law fundamentals to help identify client risk or needs.  
• Manages the client experience to meet and exceed client expectations; helps to resolve any issues or escalations.  
• Maintains close and constant contact with your assigned client base to establish a proactive service relationship and become their trusted advisor.
• Consistently meets with and solicits feedback from key stakeholders with the client to ensure G&A is delivering on expectations and driving the service strategy. 
• Ensures appropriate resolution of client issues by engaging relevant internal stakeholders and delivering recovery plans where appropriate.
• Builds and leverages collaborative relationships with the assigned internal client service team to provide exceptional experiences and services to your assigned clients.
• Manages the annual Client Service Agreement (CSA) renewal process to promote retention and encourage the addition of any additional revenue items they may need. 
• Maintains knowledge of all G&A service offerings (Technologies, Risk, Payroll, Benefits, HR, etc.) to be able to manage client needs and expectations, working with the internal client support team and management to ensure client expectations and needs are met.
• Markets to existing clients any new products that come out of G&A’s emerging product line.
• As directed by the Client Onboarding team, meets with new PEO & ASO clients to develop a transition plan.  
• Actively participates in all new client onboarding meetings (onsite and virtual) to include client site employee enrollments, benefits considerations, payroll set up, and any other defined service the client subscribed to receive.   
• Responsible for first line responses to client NPS surveys and the management of related issues by assigning tasks to appropriate service areas and following assignments through to completion. 
• Actively engage in the NPS process to drive client satisfaction.
• Reports client feedback to all key stakeholders and delivers analytics on client engagement activities.
• Manages and documents client service visits and activities in a customer relationship management system.  

Other Duties: 

• Serves as the ‘eyes and ears’ for the Marketing and Product Development departments to identify new products and services that would benefit G&A clients and any client testimonial opportunities. 
• Stays up to date on all HR, payroll, benefits, etc. regulations, laws, and best practices to be able to effectively provide strategic support and advice to clients.   
• Answers intermediate-level service and product related questions from the client – brings in appropriate subject matter experts as appropriate.
• Represents G&A Partners at client events.  
• Travel may be required as needed to meet G&A’s operational needs and clients’ needs.
• Performs other duties as assigned. 

Education:

• A bachelor’s degree is preferred - Business, Human Resources, or related field.
• A master’s degree in a related field is a plus.

Skills & Experience:

• 5+ years’ experience in Business or Human Resources and operational business experience is required.
• Bilingual Spanish/English a plus, but not required. 
• Excellent time management skills with the ability to utilize the available time to organize and complete work within given deadlines. 
• A strong background on core business competencies, basic employment law best practices, and best practices to be able to identify and advise clients on strategic solutions for all areas of the client offerings.  

Computer Skills:

• Proficiency in Microsoft 365 applications.

Certifications/Licenses:

• A project management certification a plus.   
• PHR/SPHR certification or equivalent professional certification is preferred.    

Equal Opportunity Employer Statement

G&A Partners as an Equal Opportunity Employer considers all applicants and prohibits discrimination of any type on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Our management team is dedicated to providing a work environment free of discrimination and harassment based on any of these characteristics. We are committed to this policy and achieving a diverse workforce with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.