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Customer Implementation Specialist

4 weeks ago

Porac, Philippines Workstream Full time

Overview

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 has been purpose-built for the hourly workforce so that businesses and their employees can thrive. Our customers include leading brands and we are a high growth series B company expanding our product portfolio. We are backed by investors including Founders Fund, BOND, and Coatue.

What We Offer

  • 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
  • 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 work with cross-functional teams to ensure customer success. The entire company is aligned to help customers succeed.

Responsibilities
  • Lead new client onboarding for mid/large-sized clients during the first 60 to 90 days.
  • Define and maintain the implementation program for small to medium clients, including timeline, stakeholders and key deliverables, and technical requirements.
  • Own the end-to-end implementation process for assigned accounts, including successful software adoption and training to drive client success.
  • Set accurate expectations with clients and internal stakeholders.
  • Communicate progress with Account Executives and Customer Success Managers.
  • Assist with high-severity requests or issue escalations as needed.
  • Participate in cross-functional groups to improve communications, tools, and products.
  • Lead kickoff calls daily with new customers.
  • Oversee complex process design and setup and become an expert in Workstream to guide new users.
  • Maintain clear records of client activity, notes, and next steps in the success software.
  • Deliver user training and develop supporting manuals and processes to ensure user adoption of key features.
  • Incorporate feedback to drive continuous improvements in onboarding; build templates from assigned clients.
  • Design programs (high and low touch) that help customers realize value from Workstream.
Who You Are
  • You enjoy working with customers and excel at delighting them.
  • Project-minded with the ability to manage multiple pieces and stakeholders to help a customer go live.
  • Detail-oriented with strong analytical and communication skills.
  • Entrepreneurial, hungry, passionate, and tech-savvy.
  • Long-term interest in growing with a Silicon Valley-based startup (2 to 4 years).
  • Empathetic to customer needs and adaptable to changing processes.
  • Willing to attend occasional in-person meetings in Metro Manila.
  • Has a high-speed and stable internet connection (at least 20 Mbps) and can provide a speed test screenshot upon request.
What You Have
  • Customer-facing implementation experience: at least 3 years onboarding new clients for a SaaS company, preferably managing larger, more complex implementations. Alternatively, customer-facing HR/payroll experience in a PEO or accounting firm is acceptable.
  • Payroll experience: experience with US payroll, either in an implementation role or in-house payroll management.
  • Basic spreadsheet/database skills with ability to learn quickly.
Nice To Have
  • Startup experience (1–3 years).
  • Experience with PH payroll.
Additional Information

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. We are committed to the full inclusion of all qualified individuals.

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