Payroll Implementation Consultant

Summary

Join Employment Hero as a Guided Implementations Consultant and play a pivotal role in onboarding new customers. Leverage your deep understanding of our platform and customer service expertise to provide strategic support throughout their implementation journey. You will ensure customers successfully adopt and launch the Employment Hero platform, exceeding their expectations. This role involves providing world-class customer service, identifying areas for improvement, and becoming a product expert. You will proactively support customers in self-implementation, troubleshoot technical issues, and act as the 'voice of the customer' to influence product development. This fast-paced role requires a solutions-focused approach and the ability to manage multiple implementations simultaneously.

Requirements

• 2-3 years functional experience aligned to product focus, or experience equivalent to; Australian Payroll processing
• You have experience working in technical customer-facing teams; implementations, support or customer success role
• You are able to diagnose and answer to complex technical queries
• You are able to understand customer needs and provide a level of support that meets them
• You understand both performance and quality metrics, and the behaviours that influence them
• You thrive in a fast-paced and high volume environment, possess a high level of intellectual curiosity, and have a goal-oriented mindset
• You have experience working within an omni channel environment and have capability to deliver service in 1:1 and 1:many formats
• Be comfortable in high change environments and able to easily pivot and adapt to achieve business and customer goals

Responsibilities

• Provide world class customer service and implementation journey support, ensuring that you meet all portfolio targets and quality metrics
• Deliver customer service support across omni channels and in 1:1 and 1:many formats
• Identify and share opportunities for improvement across all aspects of Guided Implementations, including the customer experience, Guided Implementations journey, processes, systems, and ways of working
• Become an expert in your Employment Hero product, remaining up-to-date with new features, updates, and customer messaging
• Leveraging journey data, proactively work to support our customers to self implement with pace, expediting their time to value
• Have a solutions focus, seeking out and acting on opportunities to remove blockers, assist with adapting organisational processes and/or understanding product logic and use as tools to set them up for success
• Working with broader Implementations and Customer Care Team adhoc across channels and customer journey stages to ensure a seamless customer journey
• Balance providing technical troubleshooting and product navigation with product education across customer service delivery
• Efficiently use systems, data and insights to work across multiple customer implementations simultaneously at pace
• Effectively manage customer objections, complaints, and churn requests; and escalate to relevant teams as required
• Be the ‘voice of the customer’ and use your functional knowledge, experience and insights to understand our product features and influence future product development

Benefits

• A generous budget for your home office
• Cutting-edge tools and technology
• Reward and recognition programs - because great work should be recognised and rewarded
• Cashback offers and discounts on popular brands through our app
• 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 2025