Job Description

About Payroll Network (PNI HCM)

Payroll Network (PNI HCM) partners with clients to resolve workforce, process, and business challenges so employers are better able to achieve success through their associates. Payroll, HR, time, talent, benefits, compliance, and workforce management are delivered in a unified isolved platform that increases retention and productivity. Founded in 1998 and headquartered in Rockville, MD, Payroll Network (PNI HCM) has been recognized by The Washington Post and Washington Business Journal as a Top Workplace and is a proud supporter of the Cameron K. Gallagher Foundation, helping to raise awareness about teenage depression and anxiety.

Job Summary

The Executive Relationship Manager (ERM) is responsible for managing and nurturing relationships with a portfolio of high-value clients. This role is ideal for a proactive, independent professional with a proven track record of managing executive-level relationships in the HCM space. The ERM serves as the primary point of contact for client escalations, product advocacy, and strategic engagement, ensuring client satisfaction, retention, and long-term success.

Key Responsibilities

• Manage a book of clients, acting as the primary relationship owner across all products and services.
• Proactively engage clients to identify and resolve challenges before escalating.
• Serve as an escalation point for client executives and advocate for client needs within the PNI support model.
• Monitor CRM for client case activity and ensure timely follow-up and resolution.
• Identify client risk and communicate updates to the PNI executive team.
• Conduct regular meetings with clients to review issues, share updates, and introduce new functionality.
• Document all client interactions and opportunities in CRM.
• Provide weekly recaps to senior management, including relationship health scores and feedback.
• Lead the ERM relationship throughout the client lifecycle-from sales and implementation to support and offboarding.
• Welcome new decision-makers and ensure continuity of service and satisfaction.
• Stay current with isolved platform updates and become an isolved Master via isolved University.
• Travel several times per year to visit key clients (as needed).
• Follow all current security protocols.
• Other duties as assigned.

Minimum Qualifications

• Proven track record of managing executive relationships within the HCM space.
• Strong communication and presentation skills, especially with C-level stakeholders.
• Ability to work independently and proactively manage client needs.
• Proficiency in Microsoft Office, especially Excel and Outlook.
• Familiarity with HCM platforms, with a focus on HR functionality.
• At least 10 years of experience in client service, consulting, or technical environments.
• Ability to travel to client sites and PNI offices as needed.
• Experience with isolved, preferred but not required.
• The ideal candidate will have the ability to travel several times per year to visit key clients.

What a Typical Day Looks Like (Post-Training)

• Working hours for this role are Monday - Friday, 8:30 AM to 5: 30 PM EST
• Independently manage your client portfolio, proactively engaging with clients to address needs.
• Review CRM for support activity and follow up on open cases.
• Act as a strategic advisor and escalation point for client executives.
• Coordinate with internal teams to resolve issues and advocate for client needs.
• Identify risks and opportunities, and keep leadership informed.
• Maintain a pulse on client satisfaction and relationship health.

Training & 30/60/90-Day Expectations

After completing initial onboarding and isolved University courses, you will have one-on-one mentoring with the COO and job shadowing with two experienced ERMs.

30/60/90-Day Expectations

• 30 Days: Complete onboarding, begin client discovery, and receive client assignments.
• 60 Days: Begin initial client engagements and deepen product knowledge.
• 90 Days: Take full ownership of client relationships and begin ongoing maintenance.

If this sounds like you, APPLY TODAY . It only takes 3 minutes to start your new career with a fantastic company!

Payroll Network, Inc. (PNI HCM) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Payroll Network, Inc. (PNI HCM) complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Payroll Network reserves the right to conduct background investigations and reference checks on all of its potential employees. All employment offers, therefore, are contingent upon clearance of such a background investigation and satisfactory reference checks. Employment offers are also contingent upon compliance with Form I-9 completion timelines and confirmation of employment authorization by E-Verify.

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