- Functions as an individual contributor serving as a single point of contact for Managed Services clients to include handling escalated service issues and monitoring case resolution.- Develops understanding of clients’ job responsibilities, business, and industry to best position Rizing to support client business initiatives.- Develops and implements account strategy for clients within portfolio.- Establishes and maintains contract and account governance, managing client change control requests and approving consultant timesheets.- Facilitates onboarding of new clients including kick-off meetings, knowledge transfer, training, system access.- Work with the sales and professional services teams to smoothly transfer ownership of client and monitoring hours utilization against contract hours cap.- Aligns and partners with Sales to ensure retention and identify up-sell opportunities.- Tracks service level agreement (SLA) performance and overall customer satisfaction to include reviewing metrics for opportunities to improve client experience.- Coordinates quarterly release review including ownership of master release file, developing timeline, coordinating resource assignment with Director Managed Services.

- Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.- Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.- Provides statistical and performance feedback and coaching on a regular basis to each team member.- Writes and administers performance reviews for skill improvement.- Ensures employees have appropriate training and other resources to perform their jobs.- Responds to and resolves employee relations issues expressed by team members.- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.- Addresses disciplinary and/or performance problems according to company policy.- Assists with daily operation of the center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.

- Works as the first point of contact in the Service Center for employees or client HR representative- Handles and tracks incoming calls, e-mails, chats, etc.- Handles / creates tickets in Zendesk- Categorizes and prioritizes queries, requests and issues- Monitors work queues- Responds to information or Inquiries that do not require complex investigation (for which they were trained):- Responds to basic questions – all services- Analyses and solves customers’ questions, problems and / or requests- Processes Inquiries and requests according to standard procedures and customer policies- Provides first line case management services - Escalates in depth customer Inquiries and requests to the appropriate Tier 2 Subject Matter Expert – Benefits, Payroll, Comp, Talent, Recruiting, etc.- Provides Logical Access Support Services according to the agreed services- Support password reset and access requests- Escalates requests directly to IT support