Name: Venelina Ilieva
Title: Global Client Service Account Manager
Location: Varna, Bulgaria
Showcasing our technology
Our clients are always interested in learning about tools that can help them do their jobs better. The digital tools available on our platform can help to transform the way our clients deliver day-to-day global payroll. Standardized data, automated processes, digitized calendars and customizable reporting tools can result in huge productivity gains in global payroll teams.
My role also involves helping our clients become familiar with the Payslip platform, digital tools, information security, and data workflow processes. I show them the data and information they need to supply to their ICP in order to process their payroll accurately and on time every month and I explain how this process is streamlined and centralized on the Payslip platform. I take them through the system with some formal training and answer any queries they may have.
At Payslip, we are very focused when it comes to onboarding new clients-we realize what an important part of the customer journey this is, and we treat it as a great opportunity to really get to know our clients and fully understand what they are looking for.
Client success is the goal
Our clients have specific requirements that need to be met in order for them to be successful- my aim is always to help them meet these requirements in a simple and straightforward way. My role is all about ensuring that our clients understand how the digital software tools on our cloud-based global payroll platform can deliver what they need in a fast, efficient and sustainable manner. My role involves:
- Connecting clients with local payroll partner experts who can meet their country-specific payroll requirements
- Covering communications with these payroll partners so that the client is free to focus on getting the most benefit from our platform tools
- Collaborating with the ICP to ensure local country payroll element nuances are absorbed correctly into the data flows on our platform so that payroll is delivered accurately and on time for each and every pay period
- Educating clients and ICP network partners on how the digital tools on our platform can help them meet their compliance and regulatory obligations
I genuinely enjoy working on a success strategy for our clients, anticipating their questions and proactively looking at potential solutions for them. This way, I feel like I am invested in their success right from the start. The client service team fully understand what our clients are looking for- central governance over their internal processes, local subject matter experts, and external payroll vendors via a technology solution with flexible tools that can be tailored and customized to their specific needs.
It is very rewarding to see how delivering what clients want breeds trust- often after we have successfully set up one individual payroll country for a client, they're so pleased with how it works that they quickly come back and ask us to set up another country or service within the platform for them. We love the fact that our clients often become the biggest advocates of our technology!
Matching solutions to requirements
At Paylsip, we have developed strong relationships with many local vendors in countries across the world and we are therefore in a position to match solutions with client requirements. As I work with clients from various different backgrounds, I have developed a strong understanding of a range of different global payroll requirements which puts me in a position to suggest both technology solutions and specific payroll vendors when dealing with new clients.
Progressive companies are always keen to learn about digital best practices when it comes to technology solutions that can introduce a more efficient process to their global payroll delivery. Part of my role is to identify what they need from a payroll vendor and then reach out to our vendor network and source information around services, capabilities and pricing so that we are in a position to match client needs with a payroll solution.
The Voice of the Client
I often find in my role that I am the voice of the client as I am charged with delivering both customer success and customer support. It suits me very much as it helps me drive the customer experience forward while allowing them to share their feedback with me.
I establish contact with clients after they have been onboarded onto the Paylsip platform and learn more about their needs and requirements, then help them understand how the Payslip global payroll platform and our service features can meet all of their local vendors and specific country payroll needs. I also manage the relationship between the client and the ICP to ensure successful outcomes for both sides.
I find that client success is about helping them identify their needs and then finding a solution that best suits these needs. I am their account manager and their first point of contact when they require information or have issues that need to be resolved. I view this as an opportunity to set the tone for what they can expect from Payslip as a service provider and show them how committed we are to helping them. I always want clients to feel they are supported by somebody they can depend on.
