LOA Account Manager

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

We are excited to invite a highly skilled and experienced Leaves of Absence Account Manager to join our dedicated team. The perfect candidate will possess a strong track record in managing leave accounts and deftly navigating challenging conversations while offering exceptional support to customers on their technology, service needs, and data analysis related to federal and state leaves. Furthermore, the Account Manager will play a vital role in enhancing our internal projects and initiatives, fostering seamless integration and support across the organization.

Essential Functions/Duties/Responsibilities

• Customer Support: Provide exceptional support to customers regarding their leaves of absence, including technology and service needs. 
• Data Analysis: Analyze data related to Federal and State Leaves to provide insights and recommendations to customers.
• Account Management: Manage leave accounts, ensuring compliance with relevant laws and regulations.
• Challenging Conversations: Navigate and resolve challenging conversations with customers professionally and effectively.
• Internal Projects: Support internal projects and initiatives, contributing to the overall success of the organization.
• Technology Integration: Utilize AbsenceSoft and Workday to manage leave accounts and support customers.

Performance Metrics (KPIs):

• Customer Engagement Documentation: Maintain thorough documentation of customer interactions and engagements.

• Open Items Management: Efficiently manage and resolve open items and issues.

• Net Promoter Action Planning: Develop and implement action plans based on Net Promoter Score (NPS) feedback.

• Account Health Status Maintenance: Regularly assess and maintain the health status of customer accounts.

• Customer Business Reviews: Conduct regular business reviews with customers to ensure satisfaction and address any concerns.  Support continuous process improvement and SOP enhancement based on customer feedback and service/product evolution

Qualifications and Experience

• Experience: Proven experience in leave account management, specifically federal and state leave, managing multiple customers of varying sizes and complexity.
• Skills: Strong ability to navigate challenging conversations and provide exceptional customer support.
• Technical Proficiency: Experience with AbsenceSoft is highly desirable, and Workday is preferred.
• Analytical Skills: Ability to analyze data and provide actionable insights.
• Communication: Excellent verbal and written communication skills.
• Team Player: Ability to work collaboratively with internal teams and contribute to projects and initiatives.

• Bachelor's degree in Business Administration, Human Resources, or a related field preferred, or Leave Administration Certification with proven experience.

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.