Implementation Manager

ExtensisHR • ,

2d • $90,000 - $100,000 • Hybrid

About The Position

ExtensisHR, a leading Professional Employer Organization (PEO), is seeking a talented Implementation Manager to join their team. This role is crucial for providing a first-in-class onboarding experience for new clients, acting as a project manager and change agent. The goal is to ensure a seamless and successful onboarding process, setting the foundation for a strong client relationship and achieving an accurate and timely first payroll. The company manages over $3 billion in employment-related costs annually and is experiencing significant growth.

Requirements

• BA or BS degree required or equivalent work experience.
• 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 a 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.

Nice To Haves

• Formal study in payroll, HR or similar business highly desirable.
• CPP / FPC designation and/or SHRM/HRCI certification highly desirable.

Responsibilities

• Plan, direct, and coordinate all aspects of new client set-up, including relationship building, assessment, and evaluation of client needs during the sales and onboarding processes.
• Act as 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.
• Serve as the client’s advocate and champion to ensure a seamless implementation, including processing payroll and coordinating internal teams.
• Develop and maintain a robust understanding of all ExtensisHR technologies (HRIS, CRM, etc.).
• Develop and formalize disciplined and customizable approaches, processes, and standards for managing client onboarding and implementation timelines.
• Provide new client contact(s) training and orientation on HRIS, payroll processing, products, services, and other key items.
• Proactively assess, orchestrate, and manage the identification and resolution of any issues pertaining to client onboarding.
• Confirm client pricing (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.
• Perform mock payroll against existing reports and make corrections as necessary.
• Develop a value-based relationship with each new client, resulting in maximum utilization of service offerings.
• Accurately complete ongoing employee payroll maintenance, ensuring all changes are completed prior to payroll processing (e.g., 401K deferrals and loans, garnishments, benefits, new hires, and terminations).
• Ensure 100% error-free new client payroll processing for assigned clients.
• Provide overall support until the client is transitioned to their permanent payroll manager.
• Develop a deep understanding of the ExtensisHR process.
• Maintain positive and professional working relationships between internal teams to foster a collaborative environment.
• 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.
• Ensure a smooth transition from the implementation team to the service team.
• Maintain impressive client quality survey scores.
• Participate in data collection to support periodic audits of internal controls.
• Participate in building a library of templates, forms, FAQs, standard email responses, and procedures.
• Timely documentation of client interactions via CRM.
• Make effective use of company systems including Microsoft Office and various Company tools and software.

Benefits

• Competitive compensation
• 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
• Social and community outreach committee
• Diversity, Inclusion and Equity (DEI) committee
• Complimentary coffee and snacks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level