Payroll Client Success Specialist, (StrongPay)

About Strongpay:

Based in Riverwoods, Illinois, just outside of Chicago, Strongpay provides comprehensive payroll services, HR solutions, and retirement plan administration. We partner with businesses to deliver customized, stress-free payroll and workforce solutions designed to meet their unique needs. Strongpay is an operating partner of Strongpoint Partners, a leading tech-enabled financial services retirement platform backed by Shore Capital Partners (SCP).

Position Summary:

As a Payroll Client Success Specialist, you’ll be the go-to expert and trusted partner for a portfolio of up to 150 clients. In this role, you won’t just process payroll, you’ll ensure businesses run smoothly, employees are paid accurately, and clients feel confident knowing they have a reliable partner by their side. You’ll serve as the primary point of contact for client inquiries, providing guidance, troubleshooting issues, and delivering proactive support. From managing payroll cycles to solving complex challenges, you’ll play a key role in strengthening client relationships and ensuring long-term satisfaction. This is more than just a support role – it’s about creating a positive client experience, driving retention, and contributing to the overall growth and success of our organization.

If you enjoy problem-solving, thrive in a fast-paced environment, and love turning challenges into wins, this role is a chance to make a real impact every single day.

We are currently looking for a service focused individual with a comprehensive payroll background to become a valuable resource to our clients at Strongpay. Clients seek our support on various payroll issues and our team provides a next-level service by establishing client relationships, providing knowledge and solutions.

PLEASE NOTE: This is a fully remote position and can be performed from anywhere within the United States; however, preference will be given to those in the Riverwoods/Chicago area able to work on a hybrid model.

Key Responsibilities:

• Support clients with payroll-related questions: Payroll processing, employee management, General Ledger reconciliation, Time & Attendance and Accrual maintenance
• Responsible for managing up to 150 accounts through daily client interaction & relationship management.
• Resolve and respond timely to clients with a high level of customer service via email and/or phone.
• Establish and maintain a deep understanding of clients’ requirements and their changing needs to ensure services are delivered.
• Handle escalated or complex payroll situations and own the outcome.
• Troubleshoot payroll software issues and communicate solutions with confidence.
• Maintain up to date industry knowledge and monitor changes in regulations.
• Assist with numerous department projects and client initiatives.
• Collaborate and work cross-departmentally on a variety of tasks.
• Support integrations with HRIS, timekeeping systems (SwipeClock), General Ledger platforms, and Retirement providers.
• Other duties as assigned.

Minimum Qualifications:

• 3-5 years comprehensive payroll provider experience, FPC or CPP a plus.
• Ability to work during busy season (blackout period for PTO): Thanksgiving week Monday-Wednesday & December 15th through end of February.
• Enthusiasm for client service is a must!
• Payroll software experience with the ability to troubleshoot, (Millennium preferred).
• Experience in providing client service to multiple levels of an organization.
• Ability to manage competing, high priority tasks.
• Exceptional verbal and written communication skills.
• Strong computer aptitude, which includes expertise with Microsoft Excel with the ability to learn new systems.
• Ability to act with integrity, be proactive with client needs, seek to continuously improve service, focus on professional growth and work collaboratively with the entire team.
• Ability to be a self-starter and maintain a proactive approach to work.

Preferred Qualifications:

• SQL and Scripting experience
• Experience building and maintaining Accrual policies within payroll software
• Familiarity with platforms like Zendesk, Zoho, or SalesForce to manage client interactions
• Familiarity with 401(k), Recordkeeping, FLSA, ACA, Secure 2.0, State Leave laws and Labor Law Poster compliance
• Advance Excel knowledge: Pivot tables, VLOOKUP/XLOOKUP, data validation, error-checking formulas
• Ability to travel on-site to Chicago-based home office for targeted training