Customer Implementation Specialist

Workstream is a mission-driven company that believes in building premium, modern software solutions for hourly businesses. There are 2.7 billion hourly workers, who make up 80% of the global workforce, but they've been heavily underserved by technology and deserve better. We help local businesses around you hire, manage, and pay qualified workers.

Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. At series B, we are quickly expanding our product portfolio. 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
• Performance-based bonuses
• 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 mid/large-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 three 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

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.