Sara Espinosa

• Act as primary point of contact for Paylocity's largest clients, managing expectations and delivering high-level service.
• Develop and maintain strong relationships with client stakeholders, understanding their business models and challenges.
• Coordinate internal teams (sales, implementation, client services) to deliver projects on time, within scope, and budget.
• Develop and present contractual proposals, negotiate pricing terms, and provide strategic recommendations to C-Suite executives.
• Identify and mitigate risks, creating action plans to reduce client retention risks and ensure long-term success.
• Drive process improvements by advocating for Product Development Requests (PDRs) and Standard Operation Procedures (SOPs).
• Travel to client locations to conduct executive business reviews and provide on-site training and consultations.

Key Achievements

• Successfully managed 30 high-profile projects, resulting in increased client satisfaction and retention.
• Played a key role in upselling additional products, contributing to revenue growth.
• Led process improvements that enhanced client engagement and service delivery.

• Assisted clients in onboarding HR modules, including Recruiting, Performance, LMS, and Employee Self Service.
• Utilized consultative approach to integrate HR needs into Paylocity products, ensuring seamless implementation.
• Conducted review calls between 30 minutes to hour to troubleshoot issues, provide best practices, and offer ongoing support for HR products.
• Coordinated with internal teams to address client concerns and update SOPs based on client feedback.

• Managed 5 high-revenue clients, ensuring exceptional service through effective communication and project management.
• Led 30-1 hour of biweekly calls with internal teams to monitor project progress and address client needs.
• Handled client escalations, identifying root causes and implementing solutions to maintain client satisfaction.
• Achieved high Service Level Agreement (SLA) metrics, demonstrating strong performance in client service delivery.

• Organized and planned the onboarding process for customers across seven branches, ensuring a smooth transition.
• Collaborated with branch managers and the HR team to address customer requests and onboard new employees.
• Entered customer information into the system and resolved issues to ensure customer satisfaction.
• Assisted with HR database management and onboarding processes.