Payroll Customer Success Manager, Remote
Services
$83.2-93.5k
HR solutions for distributed teams
Job no longer available
HR solutions for distributed teams
1001+ employees
Job no longer available
$83.2-93.5k
1001+ employees
Company mission
To open up the world of work for every person, business, and country.
Role
Who you are
- Payroll team support, end to end payroll services or equivalent amount of experience, advanced knowledge in one or more countries is a plus
- Strong experience in a customer-facing role
- Knowledge of payroll best practices and human capital software
- Problem-solving abilities with great communications skills
- Ability to manage project timelines
- Ability to adapt to a fast-paced, international work environment with a passion for making an impact
- Is a productivity geek and will constantly think of ways to improve and speed up their work
- You understand the need and ideal to work largely asynchronously
- It's not required to have experience working remotely, but is considered a plus
- You write and speak fluent English
What the job involves
- This is an exciting time to join Remote and make a personal difference in the global employment space as Global Payroll - Customer Implementation Success Manager, Services, joining our Payroll Customer Service team
- Our ambition is to provide the best end to end customer experience
- The Global Payroll - Customer Implementation Success Manager, Services, Services will provide direct support to our enterprise Global Payroll customers and business groups within Remote
- Responsibilities include customer leadership, compliance, operational delivery, and cross functional engagement for all assigned programs
- This is a hands-on role actively engaged in day to day activities and provides best in class support to our enterprise customers service needs
- In working closely with the Manager, Global Payroll Customer Support of the Payroll Services team and other team members across Remote - including marketing, people, sales, CX, engineering, growth, payroll, employee onboarding and lifecycle, this position will provide analytical, administrative, informational, and technical support in the delivery of the Payroll Services programs to our customers across the globe
- Support and drive the transitioning of new customers from their existing human capital management software to the product suite; utilize effective client service and change management practices to ensure a smooth conversion
- Act as the primary client contact throughout the client onboarding process; escalate needs, issues, concerns to the business partners and management as appropriate
- Establish a strong working relationship with each client based on clear expectation-setting and mutual trust building. Ensure clients’ requirements and business objectives are defined clearly in Statement of Work and are well understood by the entire project team
- Serve as the subject matter expert and advocate for the product suite; ensure set up is consistent with the clients’ needs and expectations
- Proactively consult clients on best practices and necessary system and process changes to achieve milestones and goals
- Possess working knowledge of the full product suite to make connections across services and provide consultation of best practices and system utilization in multiple human capital management disciplines
- Work in coordination with non-client facing Implementation team members to ensure accurate database configuration
- Test client data and system configuration to ensure proper functionality and quality; resolve data discrepancies as a result of testing and/or initial production activity within the software
- Investigate, analyze and recommend solutions for clients’ issues; collaborate with Implementation and HR Services leadership and Technical Support staff to eliminate recurring issues
- Maintain accurate project status in project management software; provide real time updates as needed to project stakeholders; proactively identify and mitigate project risks
- Conduct telephone/web-based and/or face-face training sessions with new users
- Work closely with sales partners to ensure client expectations are being met; provide technical expertise to support the Sales team when needed
- Transition clients to ongoing Client Services Support resources upon successful implementation
- Train and mentor new team members
- Serve as a thought leader for continuous improvement of the Implementation process. Identify broad level enhancements that will continue to foster the delivery of an “amazing client experience” and drive client satisfaction and retention. Provide recommendations for advancing project management processes and/or methodologies
- You'll report to: Director of Implementation
- Team: Global Payroll, Services
Application process
- Application process:
- Roughly 4 hours across 6 weeks
- Interview with recruiter
- Interview with future manager
- Interview with team members
- Bar Raiser Interview
Our take
The number of companies switching to fully-remote set-up is booming. Aiming to capitalise on this, Remote helps companies of all sizes hire and manage international employees across benefits, taxes, payroll and compliance.
According to Remote, local and international regulations constantly change. Thus, the company's unique selling point is that its law attorneys and HR specialists are focused on supervising regulations on a daily basis and ensuring that the clients avoid expensive compliance mistakes. Remote also differentiates itself through its network of local legal entities that cover all of the countries it offers services in to ensure the clients receive the best protection in the industry. Moreover, the company offers a platform for distributed teams that makes it easy for companies to onboard and pay international contractors and employees.
Remote's history of funding - that helped secure its $3Billion valuation - has supported expansion across markets, as well as being used to expand partnerships and integrations. Further development of its tool suite can be expected, as the company pushes to be the first name in distributed HR.
Freddie
Company Specialist at Welcome to the Jungle
Insights
43% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2022
$300m
SERIES C
Jul 2021
$150m
SERIES B
Total funding: $496m
Company benefits
- Unlimited personal time off
- Paid parental leave
- Co-working allowance
- Flexible working hours
- Learning budget
- Mental health support
- Company stock options
- Home office setup
- Celebratory allowances
- Branded swag
- Other country-specific benefits
Company HQ
Fisherman's Wharf, San Francisco, CA
Leadership
Job van der Voort
(Co-Founder & CEO)Previously Researcher at Champalimaud Foundation for 1 year and Co-Founder & CTO at JAXONS for 1 year.
Marcelo Lebre
(Co-Founder & President)Previously Chief Technology Officer at Faber Ventures for 1 year and VP of Engineering at Unbabel for 2 years
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