Customer Implementation Specialist

Overview

Customer Implementation Specialist - US Payroll. Location: Manila, Philippines.

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, and this market has been underserved by technology. Workstream is purpose-built for the hourly workforce to help businesses and their employees thrive.

Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee’s, IHOP, KFC, and Culver’s. We are a high-growth Series B company expanding our product portfolio and are backed by notable 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

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 with alignment across sales, customer success, product, and engineering to ensure customer success. You will primarily lead new client onboarding for mid/large-sized clients for their first 60 to 90 days. You should have empathy for people, be able to explain complex concepts clearly and concisely via email and video calls, be tech-savvy, and be able to ask probing questions. Your performance will be measured on how successfully clients are onboarded to Workstream via a balanced scorecard.

Day in the Life

• Define and maintain the implementation program for small to medium clients, including timeline, stakeholders, key deliverables (including client responsibilities), and technical requirements.
• Own the end-to-end implementation process for assigned accounts, including successful implementation and training to drive adoption.
• Set accurate expectations with clients and internal stakeholders.
• Actively communicate with Account Executives and Customer Success Managers regarding client progress.
• Assist with high-severity requests or issue escalations as needed.
• Participate 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 to guide new users and answer questions.
• Keep track of client activity, notes, and next steps in success software.
• Deliver user training and develop manuals and processes to ensure users understand core concepts and can independently adopt key features.
• Incorporate internal and external feedback to drive continuous improvements in onboarding.
• Learn from assigned clients to build and maintain templates.
• Design programs, both high and low touch, that are meaningful to customers and help them realize value from Workstream.

• You love working with customers and thrive in delighting them.
• A project manager with the ability to manage many moving pieces and multiple stakeholders to go live successfully.
• Detail-oriented with good analytical skills.
• Strong communicator, both verbal and written, able to explain complex concepts clearly and concisely.
• Entrepreneurial, hungry, passionate, and tech-savvy.
• Long-term vision to work and grow with a Silicon Valley-based technology startup and stay with the team for at least 2 to 4 years.
• Empathetic to customer needs and adaptable to 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). Documentation with speed test results may be requested.

• Customer-facing implementation experience: at least 3 years onboarding new clients for a SaaS company, especially for larger, more complex implementations. Alternatively, customer-facing experience at a PEO or accounting firm where you work directly with HR/payroll is acceptable.
• Payroll experience: experience with US payroll, either in an implementation capacity or in managing payroll in-house.
• Basic spreadsheet/database skills and the ability to learn more quickly.

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

Workstream provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type. 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.