Implementation Associate

Summary

Join Humi, a Canadian employment platform now part of Employment Hero, as a Bilingual HR and Payroll SaaS Implementation Associate! You will play a key role in ensuring seamless client onboarding, leveraging your HR and payroll expertise to guide clients through implementation. This 100% remote position, available anywhere in Canada, requires strong organizational and communication skills, along with knowledge of Canadian payroll regulations, particularly those specific to Quebec. You will collaborate with cross-functional teams, manage a client portfolio, and contribute to process improvements. This is a fantastic opportunity to become a subject matter expert in a fast-growing company where your innovative ideas will be valued.

Requirements

• Bilingual fluency in English and French (written and spoken)
• Knowledge of Canadian payroll, including Quebec-specific regulations
• 1+ years of client support or management experience
• 1+ years of payroll experience
• Exceptional organizational and project management skills to juggle multiple implementations simultaneously
• Analytical mindset with the ability to generate reports, track key metrics, and analyze pipeline performance
• Excellent interpersonal and communication skills to build trust with clients and internal teams
• A proactive, solution-oriented mindset with a passion for delivering an outstanding client experience
• Tech savvy and possesses the ability to learn new platforms and software rapidly
• Experience working in a start-up or fast-paced environment

Responsibilities

• Assess clients' HR and payroll requirements to ensure optimal configuration of the Humi platform
• Facilitate and schedule training sessions, create work-back schedules, guide clients through the Humi setup, troubleshoot issues, and provide ongoing consultation to ensure success in English and French
• Maintain a rotating pipeline of approximately 30 clients, ensuring efficient and successful implementation for all
• Work closely with teams across Support, Client Success, Payroll Services, Technical Support, Product, Risk and Compliance, and Finance to share knowledge and remain up-to-date on Canadian payroll regulations, including Quebec-specific requirements
• Collaborate with the Sales and partnership teams to align on SLAs to guarantee a smooth client transition, and identify opportunities for expanding product adoption
• Maintain a rotating pipeline of approximately 30 clients, ensuring efficient and successful implementation for all
• Regularly review client pipelines to track progress, identify potential roadblocks, and ensure timely delivery of all milestones during weekly 1:1 with your direct manager
• Generate and present monthly reports on implementation progress, client feedback, and potential risks to internal stakeholders
• Assist with KYC/ KYB processes during the onboarding phase to ensure compliance and smooth client transitions
• Identify opportunities for process optimization and work with internal teams to implement improvements that drive efficiency, improve time-to-value, launch ratio, and client satisfaction
• Address and resolve client issues or concerns promptly, ensuring a high level of satisfaction and minimal disruption to their workflow
• Gather client feedback and collaborate with the Product team to suggest improvements or feature requests based on client needs
• Ensure a smooth client hand-off to Support and Client Success teams
• Introduction to the Implementation team
• Introduction to the Sales team
• You will be attending Humi’s immersive onboarding program that will teach you all the aspects of the business while meeting with different cross-functional collaborators
• Manage day-to-day expectations
• Discuss KPIs
• Receive access and training to CX tools: Hubspot, Salesforce, Zendesk, Avoma etc
• Walkthrough client implementation process
• Receive product training on all our modules: HR, Payroll, and Benefits
• Pair-tackle client tickets
• Shadow implementation calls
• Independently respond to client tickets
• Manage client portfolio
• Launch a minimum of 10 clients per month
• Have a clear understanding of concepts introduced during focused learning sessions
• Able to navigate through various platforms and software
• Contribute to internal Q&A forum and knowledge base
• Take ownership of your role and look for opportunities of improvement over current processes
• Comfortable seeking guidance from resources outside of immediate team members
• Participate in stakeholder interviews held by product managers to aid product development
• Add value to the role by taking on more responsibilities outside of core duties
• Complete large-scale projects involving multiple stakeholders
• Comfortable tackling issues involving advanced application of HR and payroll concepts
• Upgrade skills by participating in ongoing workshops

Preferred Qualifications

• Experience with Time and Attendance and Scheduling Software
• Experience with KYC/KYB processes and compliance requirements would be an asset
• Payroll Compliance Practitioner (PCP) certification is an asset

Benefits

• A generous budget for your home office
• Remote First - Work 100% remotely from anywhere within Canada
• Cutting-edge tools and technology
• Reward and recognition programs - because great work should be recognized and rewarded
• Employee Share Option Program: be an owner of Employment Hero
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam, Bali and are excited to meet in Dubai in September 2025