Customer Implementation Success Manager

Summary

Join Remote as a Global Payroll - Customer Implementation Success Manager and make a difference in the global employment space. You will provide direct support to enterprise Global Payroll customers, ensuring a smooth transition to Remote's product suite. Key responsibilities include client onboarding, acting as the primary client contact, and serving as a subject matter expert. This hands-on role requires strong customer-facing experience, payroll expertise, and project management skills. Remote offers a fully remote position with flexible hours and a competitive compensation package, including a base salary range of $83,150 - $93,550 USD, along with comprehensive benefits and perks detailed in their handbook.

Requirements

• 5+ years payroll team support, end to end payroll services or equivalent amount of experience, advanced knowledge in one or more countries is a plus
• Strong experience in a customer-facing role
• Knowledge of payroll best practices and human capital software
• Problem-solving abilities with great communications skills
• Ability to manage project timelines
• Ability to adapt to a fast-paced, international work environment with a passion for making an impact
• You write and speak fluent English

Responsibilities

• Support and drive the transitioning of new customers from their existing human capital management software to the product suite; utilize effective client service and change management practices to ensure a smooth conversion
• Act as the primary client contact throughout the client onboarding process; escalate needs, issues, concerns to the business partners and management as appropriate
• Establish a strong working relationship with each client based on clear expectation-setting and mutual trust building. Ensure clients’ requirements and business objectives are defined clearly in Statement of Work and are well understood by the entire project team
• Serve as the subject matter expert and advocate for the product suite; ensure set up is consistent with the clients’ needs and expectations
• Proactively consult clients on best practices and necessary system and process changes to achieve milestones and goals
• Possess working knowledge of the full product suite to make connections across services and provide consultation of best practices and system utilization in multiple human capital management disciplines
• Work in coordination with non-client facing Implementation team members to ensure accurate database configuration
• Test client data and system configuration to ensure proper functionality and quality; resolve data discrepancies as a result of testing and/or initial production activity within the software
• Investigate, analyze and recommend solutions for clients’ issues; collaborate with Implementation and HR Services leadership and Technical Support staff to eliminate recurring issues
• Maintain accurate project status in project management software; provide real time updates as needed to project stakeholders; proactively identify and mitigate project risks
• Conduct telephone/web-based and/or face-face training sessions with new users
• Work closely with sales partners to ensure client expectations are being met; provide technical expertise to support the Sales team when needed
• Transition clients to ongoing Client Services Support resources upon successful implementation
• Train and mentor new team members
• Serve as a thought leader for continuous improvement of the Implementation process. Identify broad level enhancements that will continue to foster the delivery of an “amazing client experience” and drive client satisfaction and retention. Provide recommendations for advancing project management processes and/or methodologies

Preferred Qualifications

• Is a productivity geek and will constantly think of ways to improve and speed up their work
• You understand the need and ideal to work largely asynchronously
• It's not required to have experience working remotely, but is considered a plus

Benefits

• Work from anywhere
• Unlimited personal time off (minimum 4 weeks)
• Quarterly company-wide day off for self care
• Flexible working hours (we are async )
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces
• Minimum annual salary of USD 40,000 per year
• Base salary range for this full-time position is between $83,150 USD - $93,550 USD