Senior Customer Implementation Specialist

Senior Customer Implementation Specialist

Requirements

• Customer facing implementation experience: At least three years of experience onboarding new clients for a SaaS company, particularly managing larger, more complex customer implementations. Alternatively, customer facing experience at a PEO, accounting firm, and such where you work directly with customers in HR / payroll capacity is also acceptable.
• Payroll experience: Experience with payroll, either in an implementation capacity or in managing payroll in house
• At least basic spreadsheet / database skills, and the ability to quickly learn more
• Must be willing to report to the office up to 4x a week

Responsibilities

• Define and maintain the implementation program for our mid and large clients, including timeline, stakeholders and key deliverables (including on the part of the customers), and technical requirements.
• Help define, track and achieve key performance indicators for the implementation process
• Own the implementation process for assigned accounts which include: successful implementation and training of the software to drive adoption by new clients.
• Setting healthy expectations with clients
• Actively communicating with Account Executives and Customer Success Managers regarding client progress
• Assisting with high severity requests or issue escalations as needed
• Participating in cross-functional groups to establish enhancements to communications, tools and products
• Lead 3 to 4 kickoff calls daily with new customers, which are 45-min calls to understand client needs, and train new clients on the ins-and-outs of our software.
• Oversee complex process design and setup.
• Be an expert in Workstream, so you can guide new users and answer their questions.
• Keep track of client activity, notes, and next steps clearly in our success software.
• Conduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas and adopt key features.
• Leverage feedback for continuous improvement to the onboarding process
• Learn from your assigned clients to build and maintain templates
• Designing programs, both high and low touch, that are meaningful to our customers and help them realize value from their relationship with Workstream

Preferred Qualifications

• Startup experience of 1 to 3 years
• Analytical skills a plus