Senior Customer Implementation Specialist

Workstream • Lehi, UT

220d • $100,000 - $150,000

About The Position

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. We are looking for a full-time, dedicated, and passionate individual 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 which lasts the first 60 to 90 days. To do this, you will ideally have empathy for people, can explain 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, which is quantified as the activation rate.

Requirements

• Customer facing implementation experience: At least three years of experience onboarding new clients for a SaaS company, particularly managing larger, more complex customer implementations.
• Payroll experience: Experience with 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.
• Must be willing to report to the office up to 4x a week.

Nice To Haves

• Startup experience of 1 to 3 years.
• Analytical skills a plus.

Responsibilities

• Define and maintain the implementation program for our mid and large clients, including timeline, stakeholders and key deliverables (including on the part of the customers), and technical requirements.
• Help define, track and achieve key performance indicators for the implementation process.
• Own the implementation process for assigned accounts which include: successful implementation and training of the software to drive adoption by new clients.
• Setting healthy expectations with clients.
• 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 3 to 4 kickoff calls daily with new customers, which are 45-min calls to understand client needs, and train new clients on the ins-and-outs of our software.
• 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.
• Conduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas and adopt key features.
• Leverage feedback for continuous improvement to 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.

Benefits

• A mission-driven and value-based company dedicated to empowering deskless workers and local businesses.
• An early employee opportunity at a Series B hyper-growth startup; work with the founding team and industry veterans to accelerate your career.
• Competitive salary and equity.
• Comprehensive health coverage: medical, dental, and vision. We pay 95% of your employee premiums and 75% for dependents.
• In-office amenities and stocked kitchen.
• 401K Plan.
• Pre-tax commuter benefits.
• Learning/development stipend.
• Unlimited PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Number of Employees: 101-250 employees