Customer Support Specialist - CloudofGoods.com (US Market)
Incubate Labs Pvt Ltd
Implementation project manager remote - work from home job summary paycor is a key player in the hcm software as a service marketWe build, sell, and service our own proprietary payroll, time, and hr platformThe heart of our mission is to take care of the client first and to take care of each other so that we can provide an equally rewarding client and associate experienceClient onboarding is at the crux of our businessIt’s the key to lasting client satisfaction and retentionOur mission is to solidify clients’ decision for choosing paycor as a trusted business partnerWe utilize cloud-based project management software and a dedicated team structure to enable collaboration, free-flowing communication, and efficient problem-solving to avoid surprises for both clients and associatesTo help us succeed in this mission, we’re seeking candidates who have that unique service orientation and are capable of providing “an amazing experience” to new clients to ensure long lasting satisfaction and retentionPaycor’s implementation project managers are responsible for utilizing proven project management methodologies to effectively lead the onboarding experience of new clients’ transition to paycor’s software applicationsThey serve as the primary owners of the client experience and are ultimately accountable for the execution of all project tasks and key milestones; ensuring on-time and on-budget delivery to attain the highest possible level of customer satisfactionThey document, coordinate, and monitor progress from kick-off through go-live, and are instrumental in the successful transition of their client base to ongoing supportSuccessful project managers demonstrate a dedicated focus to clientsMore specifically the ability to establish immediate rapport and connection, quickly understand clients’ needs, and tactfully address challenges and concernsAdditionally, they possess demonstrated influencing skills to help clients understand and fully utilize paycor’s software applications to maximize their business productivity and to effectively lead the project team to ensure “an amazing client experience”Their success is measured on the timely and smooth transition of each clientPaycor offers a rewarding employment environment; one where we work and play equally hardIf you’re interested in being a part of a winning team with people who have a similar passion for servicing clients this is the right opportunity for youEssential duties and responsibilities
Lead the conversion of clients to paycor software by working effectively with a wide range of internal and external stakeholdersServe as the ultimate owner of project milestones and delivering client satisfaction to positively influence lasting client retentionSchedule and lead regular project meetings.
Establish a strong working relationship with each client based on clear expectation-setting and mutual trust buildingEnsure clients’ requirements and business objectives are defined clearly that they are well understood by the entire project team.
Monitor implementation progress through paycor’s project management software (cloud coach)Maintain an in depth understanding of all projects including tasks, issues, owners, and risksDistribute progress reports as neededCommunicate regularly with all relevant stakeholdersRaise concerns quickly to stakeholders and escalate when necessary.
Partner with sales during both the prospecting and implementation processesAssist with rfps and provide technical expertise to support sales efforts when neededOnce prospects become assigned clients, meet regularly with applicable sales associates to understand details from the sales process and gather context for clientsProvide timely follow up and communication with sales regarding status of accounts.
Serve as a thought leader for continuous improvement of the implementation processIdentify broad level enhancements that will continue to foster the delivery of an “amazing client experience” and drive client satisfaction and retentionProvide recommendations for advancing project management processes and/or methodologies.
Prepare post implementation reports to transition clients to ongoing supportAssist client success managers with proactive and reactive client visits and or calls.
Other duties as assigned.
Four-year degree in business administration, mis, or similar.
Prior project management experience with multi product implementations and/or pm certification strongly preferred.
At least 3 years of experience in a client service position with face to face client exposure.
Working knowledge of/experience with hcm software preferred
Demonstrated proficiency with pc software including microsoft office suites.
Excellent oral and written communication skills.
Ability to communicate with associates and client contacts at all levels within the organization.
Strong organizational, time management and multi-tasking skills.
Must be detail oriented with exceptional analytical skills.
Strong client focus and ability to build relationships and rapport.
Flexibility in scheduling to meet client needs with short turnaround.
Join our team to make a difference in people’s lives, every dayWe empower our clients to spend less time on administrative tasks and more time developing their teamsWe rally around our colleagues and succeed togetherAnd we support and give back to our communitiesTogether, we can make a difference#li-remote