Implementation Manager

Summary

ExtensisHR is a professional employer organization providing HR, employee benefits, payroll, tax, risk, compliance, and employee management services. The Implementation Manager leads new-client onboarding as a project manager and change agent, coordinating implementation plans, payroll processing, client training, issue resolution, and transition to ongoing service teams.

Responsibilities

• Plan, direct, and coordinate all aspects of your new client’s set-up, including relationship building, overall assessment, and evaluation of client needs during the late sales and onboarding processes
• Act in the capacity of a lead Project Manager to facilitate a holistic experience focusing on payroll
• Conduct impactful kick off and weekly status calls with clients and applicable team members to ensure a successful onboarding experience
• Serve as the client’s advocate and champion to ensure a seamless, hassle-free implementation to ExtensisHR - including processing payroll, coordination of internal teams to discuss client needs, expectations, and requirements
• Develop and maintain a robust understanding of all ExtensisHR technologies (i.e., HRIS, CRM, etc.), features, and usage
• Develop and formalize disciplined and customizable approaches, processes, and standards for managing the onboarding of clients and the implementation timeline
• Provide new client contact(s) training and orientation on HRIS, payroll processing, products, services, and other key items to ensure your assigned clients are comfortable doing business with ExtensisHR
• Proactively assess, orchestrate, and manage the identification and resolution of any issues pertaining to your client’s onboarding
• Confirm client pricing (i.e., client billing, workers compensation set-up, benefit selections, etc.) to ensure post-sale client success
• Verify Form I-9 documentation submitted by clients for accuracy and compliance – request additional documents as needed
• Perform mock payroll against existing reports and make corrections as necessary to prevent future payroll interruptions
• Develop a value-based relationship with each new client resulting in maximum utilization of our service offerings
• Accurately complete any ongoing employee payroll maintenance while ensuring all changes are completed prior to payroll processing (i.e., 401K deferrals and loans, garnishments, benefits, new hires, and terminations, etc.)
• Ensure 100% error-free new client payroll processing for your assigned clients
• Provide overall support until your client is transitioned to their permanent payroll specialist
• Develop a deep understanding of the ExtensisHR process
• Maintain positive and professional working relationships between all internal teams to foster a collaborative environment, to ensure a successful overall client onboarding experience
• Provide passionate, dedicated service to clients via virtual meetings, as well as in-person if necessary
• Closely monitor the client onboarding experience and report on break downs or unclear communication on expectations between your Client and ExtensisHR
• Ensure there is a smooth transition from the implementation team to the service team
• Maintain impressive client quality survey scores in support of key initiatives
• Participate in data collection to support our periodic audits of internal controls with internal stakeholders
• Participate in building library of templates, forms, FAQs, standard email responses, and procedures that increase efficiency and service quality for our clients
• Timely documentation of client interactions via our CRM
• Make effective use of company systems including Microsoft Office and various Company tools and software

Skills

• * BA or BS degree required or equivalent work experience
• * Formal study in payroll, HR or similar business highly desirable
• * CPP / FPC certification highly desirable
• * Minimum of 3 years of client-facing experience preferably in the PEO industry or similar outsourced service model industry
• * Experience in Payroll or HR Services required
• * Experience in fast paced customer service and project management or implementation environment required
• * Excellent written and verbal communication skills with a proven ability to facilitate presentations to client company stakeholders, managers, administrators, or groups
• * Strong business acumen and natural ability to influence internal and external stakeholders
• * Organized, trustworthy, and able to look at challenges as opportunities to achieve more
• * Understanding of the dynamics that facilitate or hinder change
• * Highly effective in client servicing and problem resolution
• * High level of thoroughness and accuracy
• * Resilience to cope with setbacks
• * Displays strong sense of urgency to meet tight timeframes and deadlines
• * Strong sense of empathy toward client concerns
• * Team player, results-focused, high ethical standards, and a strong ability to develop and enhance new client relationships
• * Self-starter who works well under pressure and acts swiftly to address questions or concerns

Qualifications

Must Haves

• * BA or BS degree required or equivalent work experience
• * Formal study in payroll, HR or similar business highly desirable
• * CPP / FPC certification highly desirable
• * Minimum of 3 years of client-facing experience preferably in the PEO industry or similar outsourced service model industry
• * Experience in Payroll or HR Services required
• * Experience in fast paced customer service and project management or implementation environment required
• * Excellent written and verbal communication skills with a proven ability to facilitate presentations to client company stakeholders, managers, administrators, or groups
• * Strong business acumen and natural ability to influence internal and external stakeholders
• * Organized, trustworthy, and able to look at challenges as opportunities to achieve more
• * Understanding of the dynamics that facilitate or hinder change
• * Highly effective in client servicing and problem resolution
• * High level of thoroughness and accuracy
• * Resilience to cope with setbacks
• * Displays strong sense of urgency to meet tight timeframes and deadlines
• * Strong sense of empathy toward client concerns
• * Team player, results-focused, high ethical standards, and a strong ability to develop and enhance new client relationships
• * Self-starter who works well under pressure and acts swiftly to address questions or concerns

Benefits

• Progressive Paid-Time Off Program, including time off for volunteering and life events.
• Group Medical, Dental, Vision and Life insurance available from day one.
• Pretax Spending Accounts for health and dependent care expenses.
• 401k and IRA retirement plans, with employer contributions.
• Extensive professional development programs.
• Employee Discounts on retail and entertainment.
• A social and community outreach committee that promotes a fun inclusive culture through in-office events and networking opportunities.
• Diversity, Inclusion and Equity (DEI) committee that promotes organization DEI initiatives and employee engagement.
• Complimentary coffee and snacks.