Customer Implementation Specialist - US Payroll at Workstream · Manila

Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce. There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive.
Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.
Values
Here are our Company Values and we’d love to have individuals who can be a culture add to our team!
What We Offer
Permanently Remote
Pay wired directly to your bank account
$50 Monthly Stipend
Annual Bonus
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
Grow With Us
We are looking for a full-time, dedicated, and passionate US Payroll Customer Implementation Specialist to join our growing team. This person will be a core member of our customer success team, and will be well-positioned to succeed -  the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!
You will primarily lead new client onboarding for small to medium-sized clients for their first 60 to 90 days. To do this, you have empathy for people, can explain complex concepts clearly and concisely both via email and via video calls, are tech-savvy, and have the ability to ask probing questions. You will be measured on how successful clients get onboarded to Workstream via a balanced scorecard.
Day In The Life
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
Who You Are
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
What You Have
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
Nice To Have
Startup experience of 1 to 3 years
Experience with PH payroll
Know More About Workstream
https://www.workstream.us/blog/funding-series-b
https://techcrunch.com/2021/08/26/workstreams-text-based-recruitment-tool-gets-a-48m-bet-from-bond-and-beyond/
https://techbuzz.news/buzzworthy-august-27-2021/
Additional Information
Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
We are committed to the full inclusion of all qualified individuals.