Location: Remote - Poland
Employment Type: Full Time
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.
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.
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
- Velocity: Exceeding expectations of our customers, colleagues, and ourselves by delivering swift and effective results.
- Integrity: Doing right by our customers, colleagues, and ourselves through honest and ethical actions.
- Be Bold: Daring to take risks, learn, and grow to benefit our customers, colleagues, and ourselves.
- Empowerment: Owning our decisions and being accountable for the impact we have on our customers, colleagues, and ourselves.
- Service: Supporting our customers, colleagues, and ourselves with respect and empathy.
As a work-anywhere company, Velocity Global fosters a values-driven culture. We value inclusion and belonging. We encourage applications from all qualified candidates regardless of age, ancestry, race, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.
If you have a disability or special need that requires accommodation, please contact us at [email protected]
WHAT WE DO
Velocity Global is one of the fastest-growing companies in the world. Our Global Work Platform™ enables the world’s leading companies to identify, hire, and pay the best talent in over 185+ countries and all 50 United States. More than 1,000 brands rely on our Global Work Platform™ to build highly collaborative global teams with ease. At Velocity Global, we make working from anywhere, anytime, possible.
WHO WE ARE AS A TEAM
We are a team of passionate, creative, empathetic, and innovative “owner-employees” committed to building the world’s #1 cloud-based, next-gen Global Work Platform™.
If you wake up compelled to innovate, collaborate and laugh, you should apply!