Implementation Specialist I

Acrisure•Brook Park, OH

12h•Onsite

About The Position

The Implementation Specialist I will serve as the primary point of contact for clients from the post-sale phase through the initial payroll processing period, before transitioning to the Client Services Team. This role involves developing strong client relationships through dedicated care, focus, and quality service. The specialist will become an expert in the Heartland Payroll System, supporting new, basic clients with varying levels of technical understanding. Key responsibilities include comparing and contrasting previous payroll systems with the Heartland system to ensure accurate account setup and payroll processing, and assisting clients in navigating and utilizing technical aspects and self-service options. The role requires the ability to self-direct, adapt to changing circumstances and shifting priorities without micromanagement, and maintain a working knowledge of compliance and regulatory procedures to ensure new clients adhere to operational goals. Building strong relationships with internal and external partners is crucial for client experience and retention, as is effectively communicating and professionally representing New Client Services and Payroll Operations.

Requirements

High school diploma or equivalent
1+ years experience in technology, customer-facing role or sales
Computer literate with strong technical aptitude and a drive to learn
Proven ability to manage a portfolio of accounts with prioritization and multitasking abilities
Demonstrates client-centric mentality with empathy, care and high engagement attitude
Ability to successfully operate in an entrepreneurially-spirited work environment
Must have analytical, problem solving and critical thinking skills and comfortable making quality decisions
Strong verbal and written communication and interpersonal skills, with the ability to be personable yet persistent
High personal accountability to meet team and individual metrics
Outstanding organizational and follow up skills
2+ years experience in Operations, Sales Support or client-facing position

Responsibilities

Drive client engagement by being the single point of contact for the client from post sale through initial payroll processing period before the turnover to the Client Services Team.
Develop strong client relationships through care, focus and quality in every step of the client experience.
Become an expert in the Heartland Payroll System and support new basic clients with varying levels of sophistication.
Compare and contrast the previous payroll system to the Heartland Payroll System to ensure accurate account build and accurate payroll processing.
Assist clients to navigate and learn technical aspects and self-service options.
Ability to self-direct as circumstances change and priorities shift without micromanagement to support an entrepreneur-spirited work environment.
Maintain working knowledge of all compliance and regulatory procedures to ensure new clients conform with operational goals and procedures.
Build strong relationships with internal and external partners to achieve top-notch client experience and client retention.
Effectively communicate and professionally represent New Client Services and Payroll Operations internally and externally.
Responsible for other duties or projects as assigned.