Customer Success Manager – 2 Years Experience in Software Implementation

• Overall responsibility for perfect implementation of all client payroll rules
• Stay updated on changing DOLE rules and update the software accordingly
• Motivate the team to ensure client satisfaction and employee satisfaction
• Run payroll for clients
• Develop Excel back-ups for calculation
• Automate payroll on the HCMS for all current clients
• Handle existing and new client data migration
• Obtain understanding of client payroll rules and policies during implementation
• Calibrate with the client on how each rule and policy is to be applied using historical payroll calculation by the client
• Highlight any discrepancies in historical calculation to the client
• Confirm the client rules can be deployed in the software
• Highlight any customization requests by the client
• Cross-check automated payroll with Excel calculations
• Obtain client sign-off on all payroll calculations and reports during implementation
• Ensure successful onboarding and implementation of our Human Capital Management Software (HCMS) for all clients
• Be a Product Champion and train your team members on our HCMS
• Train team members on soft skills required to interact within the organization and with clients
• Oversee demos to prospective clients
• Evaluate and analyze clients’ needs
• Enhance client training and encourage them to upgrade their product, if needed
• Promote client loyalty
• Work with other teams internally and at the client’s end to ensure roadblocks are resolved
• Define the project plan for each implementation and ensure all timelines are met
• Escalate when required to ensure no timelines are missed
• Interact with clients, including site visits for implementation, and maintain a good rapport
• Ensure timely resolution of all client concerns post-implementation
• Provide regular updates on the implementation to the leadership team internally, to the client, and to bank partners
• Inspire and motivate the department to promote a positive and productive work atmosphere
• Perform such other duties as may be designated or assigned by the company as may be made known to you

Qualifications

• At least 2–5 years experience as Customer Success Officer/Manager in a Software as a Service company, leading at least 5–10 Implementation Analysts
• At least 2–5 years experience in software implementation
• At least 2–5 years experience in calculating payroll for multiple clients
• Knowledge of updated DOLE rules
• Advanced MS Excel skills
• Willing to travel for business trips to meet clients
• Strong analytical and planning skills
• Good communication and presentation skills