As an "account manager," you will do very little actual managing of accounts. They tell you it's not really a call center, but it sure felt like one. Back to back calls with exactly one minute in between them on the busiest days, with a 15-minute break roughly every two hours and a one-hour lunch break in the middle of your shift. There is no time to take care of any ongoing issues that need to be worked on those days, you have to just hope that the next day will be a little easier and less busy so you can get stuff done. You get 2 hours of "project time" per week where you can be off the phones and work on things like long term projects, but that isn't enough time when you are still learning your job and learning the ropes.
Your availability (meaning time that you are available to receive calls) is monitored, and you are expected to answer new emails within 4 hours. You are also expected to completely take care of any issues that clients call in about from start to finish - even if they aren't one of your assigned clients, and even if they are huge and complex and will take a while to complete. I kind of wondered what the point of having assigned clients was since this was the case. Meanwhile, the Sales execs are using the "dedicated Account Manager" spiel as a huge selling point to our clients, and the smaller, lower revenue clients definitely don't feel as though they have a go-to person, which results in unmet expectations, which leads to unhappy clients.
The thing that really sucks is that being an Account Manager is one of the only ways to get your foot in the door at Paylocity, but it's not a good fit for everyone. There are other positions in the company that might be, but you'll have to tough it out through the call center environment for a couple of years first. Without the call center aspect of this job, I would have liked it a lot and would have stayed for many years. But I just got to where I dreaded answering the phone because of negative experiences with clients who were impatient, rude, demanding, and wanting to complain at someone, and that doesn't jive with my personality at all. It also sucks when these irate people are looking to you for answers and you don't have them and sometimes no one does.
