The problem

Customers learning a payroll and HR platform need help connecting the software to the work they are trying to complete. A question may involve a payroll batch, an earning or deduction code, onboarding, a report, or another product in the suite.

My role

As an Account Manager II at Paylocity from Sep 2022 through Dec 2023, I helped new customers get acclimated to Paylocity and supported their use of its payroll and HR products. My work happened primarily in Paylocity’s platform.

I helped customers set up payroll batches, earning codes, and deduction codes, and troubleshoot payroll, onboarding, reports, and other products in the suite. Excel was a supporting tool rather than the center of the role.

Decision points

The scope varied with the customer’s question: getting comfortable with the platform, setting up payroll work, or troubleshooting a product they were already using. Supporting a new customer and troubleshooting an established workflow were both part of the work.

Result

I supported assigned customers across payroll and product questions while handling 100+ client calls per month. That figure describes workload; it is not a measure of implementation projects, payroll batches completed, or customer outcomes.

Separate practice example

The fictional data-review exercise below is separate portfolio practice. It uses ten invented rows, category rules, exception decisions, and source-row tracking. It is not a Paylocity client file or a record of my platform-support work. The client-call workload above does not measure this sample’s accuracy.

Inspect the fictional data-quality example

Download the Excel review workbook to inspect the formulas, mapping rules, and exception decisions using the same fictional input rows.

Applied principles

  • Help customers get comfortable with the platform
  • Connect product guidance to the customer’s payroll task
  • Support both onboarding and ongoing product questions

Composite, anonymized examples. No real member information. Views are my own and don't represent HCSC (HealthSpring).