Note: The job is a remote job and is open to candidates in USA. Align HCM is seeking a SmartCare Client Engagement Partner to join our growing Customer Success team. This role involves building client relationships, coordinating projects, and ensuring exceptional customer experiences within the HCM technology space.
Responsibilities
- Serve as the primary day-to-day contact for a portfolio of SmartCare clients
- Build trusted relationships with HR, Payroll, and business stakeholders
- Conduct regular client check-ins to ensure satisfaction and proactively address concerns
- Manage customer inquiries and triage service issues or escalations to the appropriate internal teams
- Act as the voice of the customer by communicating client priorities and feedback internally
- Coordinate ongoing SmartCare service requests between clients and internal consultants
- Manage client monthly service hours, monitor utilization, and ensure engagements remain within scope
- Review and approve consultant time entries related to assigned client engagements
- Prioritize work requests and coordinate timely delivery of client needs
- Track deliverables, open items, and engagement progress using project coordination tools
- Organize client meetings, prepare agendas, document meeting notes, and follow up on action items
- Monitor engagement health and communicate risks, capacity concerns, or scope changes to leadership
- Provide regular status updates and engagement summaries to clients
- Communicate effectively with both technical and non-technical stakeholders
- Maintain accurate documentation of client discussions, decisions, and action items
- Identify opportunities to improve customer experience and service delivery processes
- Share customer feedback to help improve SmartCare services
- Help clients maximize the value of their HCM platform within their managed services agreement
Skills
- 2+ years of experience in a Customer Success, Client Services, Account Management, Customer Support, HRIS Support, HCM Support, Payroll Support, or similar client-facing role
- Experience supporting clients within an HCM, HRIS, Payroll, SaaS, or professional services environment
- Strong customer service mindset with the ability to build long-term client relationships
- Excellent verbal and written communication skills
- Highly organized with strong attention to detail and the ability to manage multiple clients and priorities simultaneously
- Comfortable coordinating work across multiple teams and following up on deliverables
- Experience facilitating client meetings and preparing status updates
- Proficiency using CRM systems, ticketing platforms, project management, or collaboration tools
- Self-motivated with strong problem-solving skills and the ability to work independently in a remote environment
- Experience supporting HCM platforms such as UKG, Dayforce, Workday, ADP, UKG Ready, UKG Pro, Oracle HCM, SAP SuccessFactors, or similar solutions
- Experience working in a managed services, post-go-live support, customer success, or client support environment
- Previous experience coordinating projects, implementations, or client engagements
- Experience managing service hours, resource coordination, or project administration
- Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field (or equivalent experience)
Benefits
- Competitive base salary plus incentive opportunities
- Health and wellness benefits
- Retirement savings programs with employer contributions, where applicable
- Life and disability insurance coverage
- Professional development and ongoing training opportunities
- Generous paid time off and flexible vacation policies
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