Payroll Customer Implementation Specialist

Summary

Join Workstream, a mission-driven company building premium software for hourly businesses, as a full-time US Payroll Customer Implementation Specialist. You will be a core member of the customer success team, primarily leading new client onboarding for mid/large-sized clients for their first 60-90 days. Success will be measured by a balanced scorecard. The role involves defining and maintaining implementation programs, owning the end-to-end implementation process, setting client expectations, communicating with stakeholders, and assisting with issue escalations. You will lead kickoff calls, oversee complex process design, be a Workstream expert, track client activity, deliver user training, and incorporate feedback for continuous improvement. Workstream offers a permanently remote position with a monthly stipend, annual and performance-based bonuses, flexible PTO, company-issued device, and career growth opportunities.

Requirements

• You love working with customers and thrive in delighting customers
• A project manager: there are many moving pieces and multiple stakeholders to manage within the customer and Workstream to help a customer go live successfully
• Detail oriented
• With good analytical skills
• A good communicator, both verbal and written. Able to explain complex concepts clearly and concisely
• Entrepreneurial, hungry, passionate and tech-savvy
• Someone with a long-term vision of working and growing with a Silicon Valley-based technology startup and stay with the team for at least 2 to 4 years
• Empathetic to customer needs
• Can adapt and remain flexible with ever-changing processes
• Able to attend occasional in-person meetings in Metro Manila
• Has a high-speed and stable primary and backup internet connection (at least 20 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results
• Customer-facing implementation experience: At least 3 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 an HR/payroll capacity is also acceptable
• Payroll experience: Experience with US 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

Responsibilities

• Define and maintain the implementation program for our small to medium clients, including timeline, stakeholders and key deliverables (including on the part of the customers), and technical requirements
• Own the implementation process end-to-end for assigned accounts which include: successful implementation and training of the software to drive adoption by new clients
• Setting accurate expectations with clients and internal stakeholders
• 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 kickoff calls daily with new customers
• 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
• Deliver user training and develop supporting manuals and processes to ensure users understand core concepts and can independently adopt key software features
• Incorporate internal and external feedback to drive continuous improvements in 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
• Experience with PH payroll

Benefits

• Permanently Remote
• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google, and Harvard alumni