Global Payroll - Customer Implementation Success Manager, Services

What this job can offer you

This is an exciting time to join Remote and make a personal difference in the global employment space as Global Payroll - Customer Implementation Success Manager, Services, joining our Payroll Customer Service team.

Our ambition is to provide the best end to end customer experience. The Global Payroll - Customer Implementation Success Manager, Services, Services will provide direct support to our enterprise Global Payroll customers and business groups within Remote. Responsibilities include customer leadership, compliance, operational delivery, and cross functional engagement for all assigned programs. This is a hands-on role actively engaged in day to day activities and provides best in class support to our enterprise customers service needs. In working closely with the Manager, Global Payroll Customer Support of the Payroll Services team and other team members across Remote - including marketing, people, sales, CX, engineering, growth, payroll, employee onboarding and lifecycle, this position will provide analytical, administrative, informational, and technical support in the delivery of the Payroll Services programs to our customers across the globe.

What you bring:

• Experience:
  • 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.
• 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.
• You write and speak fluent English.

Key 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.

Practicals

• You'll report to: Director of Implementation
• Direct reports: None
• Team: Global Payroll, Services
• Location: For this position we welcome everyone to apply, but we will prioritise applications from the following locations as we encourage our teams to diversify;
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is between $83,150 USD - $93,550 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

Application process

Roughly 4 hours across 6 weeks

1. Interview with recruiter
2. Interview with future manager
3. Interview with team members
4. Bar Raiser Interview

#LI-DNP