Workload: This job is extremely stressful; the workload is probably the worst of it. You will start with a list of over 100 clients, but it does not stop there. Every week it seems, there are two or three new clients that are added to an Account Manager; staffing simply cannot keep up with the influx of new clients. There is a form of training the clients go through before they are handed over to an account manager to ensure they know the basics of payroll and our system. The Sales team tries so hard to cram new clients in and get the sale, and the actual Implementation team is so understaffed, you have uninformed and inexperienced clients being placed under your belt, that you are now responsible for training on your own; this is in addition to everything else that you have to accomplish for the week.
Communication and Ownership: There is a very strong culture of "not my client" in this place. The expectation is that all account managers work as a team, so any calls or cases that you get from someone else's client, you should treat it as your own. This does NOT happen; your team will do the bare minimum to get rid of the responsibility, leaving your client upset and having even more questions/problems. Everyone clearly has way too much on their plate regarding their own client list; there is simply no time to handle someone else's.
End of Year is a big deal in payroll. At Paylocity, account managers are not allowed to request time off during the months of October through February of the next year. You will receive phone calls back-to-back with no break in between, all while emails flood into your dashboard. You are responsible for all of it.
Clients: These are business-owners or employees that were hired to handle a company's payroll/HR functions. It would be assumed that these people have basic knowledge about business, tax, and payroll. Assume nothing. It is baffling how little the clients know about tax laws and filing; they are also completely unaware of how payroll even works. And when they severely mess up something in their account, who is responsible? The account manager. You will even advise the client to DO or NOT DO something, but they do not heed your warning and royally mess up their payroll. It is now the account manager's responsibility to fix it.
