Implementation Specialist II

ADP • Alpharetta, GA

6d

About The Position

The Implementation Specialist Job Family acts as a consultant and project manager to new and existing small business clients as they transition to ADP. Executes against strategic operational objectives by driving Human Capital management products to contribute to first year client retention. Collaborates with sales force and Full Level Tax group until the client is successfully transitioned to Client Service. Has broad knowledge of multiple products and services; they possess the ability to apply the knowledge appropriately to diverse situations in order to add value to clients. Trains and supports clients throughout the relationship and, at the same time, exploring clients' underlying issues and needs for potential up-sell opportunities. Uses knowledge, insight, and understanding of business concepts, tools, and processes to make sound decisions in the context of the company's business.

Requirements

• Bachelor's Degree
• 1 to 3 years experience
• Ability to communicate in a constructive and collaborative manner by speaking, listening, and writing effectively.
• Ability to build effective internal and external client relationships and demonstrate professionalism and urgency when responding to client requests. Effectively probe for the purpose of understanding client need(s).
• Effective analytical/problem solving skills. Ability to understand diverse situations and educate clients on use of ADP systems and products.
• Ability to maintain effectiveness when experiencing any changes in work responsibilities or environment. Able to adjust effectively to work within new work structures, processes, requirements, or cultures including multi-product support to consistently deliver quality service.
• Create promoters of ADP with each interaction and drive improvements in client retention based on client feedback.Taking responsibility for customer satisfaction and loyalty.
• Ability to consistently follow processes and procedures. Understanding of ADP business/strategy/goals to be able to produce innovative ideas/solutions which drives increased utilization in new products and services.
• Proficient in navigation of PC applications (Excel, Word, Outlook, etc.). Proficiency and utilization of ADP specific systems.
• Ability to mentor, coach, and provide guidance to peers.
• Support manager and add to bench strength.
• Understands how individual actions/results impact business financials.

Nice To Haves

• Equivalent combination of education and experience
• FPC, CPP preferred.
• Previous experience working with clients in a fast paced, highly complex, deadline oriented service environment preferred.
• Prior payroll knowledge and/or experience highly desirable.

Responsibilities

• Upon assignment of an order, manages the workflow/time line with client start date. Continually updates notes in Start Assist and Clarify to track order progress. After account is setup, a quality review is conducted to ensure accuracy. Collaborates with FLT group to oversee the transfer of prior payroll balances from clients' former payroll providers.
• Review and confirm account setup with client to ensure understanding and client satisfaction. Assists clients on initial login and trains on selected products, services, processes, and procedures. Asks open ended questions to understand clients' business and to broaden business value by being able to recommend products and/or solutions.
• Analyzes sales contracts for completeness and accuracy, and conducts a gap analysis to ensure clients have the appropriate products and services for their business needs. Schedules training time with the client to review solutions and tools available within HR bundle as part of onboarding the client. Establishes a relationship with clients by way of a welcome call to ensure optimum product awareness and utilization, and sets overall expectations. As client status updates and additional HR needs surface the sales group is engaged.
• Supports clients during and after approved number of error free payrolls to ensure accuracy, understanding, and to resolve issues in a timely and professional manner. Runs necessary adjustments if applicable and ensures all features have started prior to turnover.
• Maintains existing knowledge base and builds onto it by learning new products, services, processes, and procedures. Keeps up-to-date with payroll/legal regulations.
• Determines clients' transition date to move from the Implementation group to Client Services by gaining commitment of readiness from clients and then communicating the turnover to the client and appropriate internal groups.
• Mentors and shares knowledge with peers.

What This Job Offers

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