Implementation Specialist

POSITION SUMMARY

We are looking for a Implementation Specialist to join our growing Customer Experience team. This position is remote. This full-time, client-facing position will be responsible for supporting all aspects of onboarding client accounts and supported employees. This includes our clients, the employees we support, and our local affiliates around the world. 

RESPONSIBILITIES

• The Implementation Specialist supports the Velocity Global account management team across all aspects of the business

• Responsible for new and repeat client onboards, including troubleshooting issues related to invoicing, international and US payroll, and all other HR matters as it pertains to new and repeat client onboarding.

• Work closely with global payroll and network teams to confirm costs of standard and out of scope deliveries and ensure clients are billed correctly

• Ensure net new and repeat client - employee onboarding processes are completed in a timely manner, directly communicating with our clients, account management, and employee experience teams to fulfill this process including the creation of onboarding calendars

• Respond to all client questions, invoice matters and advise potential/existing clients on benefits, international payroll, expense reporting, and all other HR matters

• Ensure client deliverables and Service Level Agreements are being completed timely and accurately

• Manage amendments to contracts within company policies, including client Master Service Agreements (MSAs), Statements of Work (SOWs) and agreed upon hiring calendars

• Effectively manage on-boarding project issues and risks, escalate as needed, and create strategies for risk mitigation and contingency planning

• Proactively identify client needs, including new employees to onboard, and communicate with sales as it relates to repeat business

• Participate on client calls with the sales team to demonstrate Velocity Global’s service offerings

• Responsible for strategic planning and client maintenance to prevent service issues by taking the necessary measures to solve difficult situations with clients and employees during the onboarding process

• Develop and maintain competency in the areas of international employment, immigration, benefits, and payroll

• Train client service team on all matters related to client onboarding services, payroll management and professional development

• Drive client satisfaction and retention with sincerity and passion, and approach troubleshooting as an opportunity to establish integrity and value

• Leverage resources and present solutions to Velocity Global Management and clients

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not construed to be an exhaustive list of all job duties performed by the personnel so classified.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree or equivalent work experience required; Master’s degree a plus

• 4+ years of experience in client account management, 2 years of Human Resources experience preferred

• Must have an in depth understanding of payroll process, including how inputs affect output

• Must be able to understand and implement client MSAs/SOWs as it relates to client service (onboarding calendar, payroll calendar)

• Research-oriented, exceptional organizational skills and attention to detail

• Competencies in international employment and payroll

• Ability to quickly assimilate information; with operations across 185+ countries there is a lot to learn

• Able to prioritize effectively and work autonomously while coordinating with an international team.

• Excellent presentation, verbal and written communication, listening and consultative skills

• Technology-literate, including Microsoft Office and G suite

• Strong consultative customer service and project management style

• Drive, strong work ethic, and a passion for creating an unparalleled customer experiences…it should be in your bones

• Interest in and a passion for international business and contributing at a consistently high level

• Foreign language skills a plus