Job Description

Senior Customer Implementation Specialist

Workstream is a mission-driven company that believes in building premium, modern software solutions for hourly businesses. There are 2.7 billion hourly workers, who make up 80% of the global workforce, but they've been heavily underserved by technology and deserve better. We help local businesses around you hire, manage, and pay qualified workers.

Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. At series B, we are quickly expanding our product portfolio. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.

Grow With Us

We are looking for a full-time, dedicated, and passionate individual to join our growing team. This person will be a core member of our customer success team, and will be well-positioned to succeed - the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!

You will primarily lead new client onboarding for mid/large-sized clients which lasts the first 60 to 90 days. To do this, you will ideally have empathy for people, can explain concepts clearly and concisely both via email and via video calls, are tech savvy, and have the ability to ask probing questions. You will be measured on how successful clients get onboarded to Workstream, which is quantified as the activation rate.

This position is located in San Francisco, CA. You will be expected to work 2 days in our SF office in SOMA, and 3 days in our Menlo Park office, when not visiting clients on site.

Day in the Life

• Define and maintain the implementation program for our mid and large clients, including timeline, stakeholders and key deliverables (including on the part of the customers), and technical requirements.
• Help define, track and achieve key performance indicators for the implementation process
• Own the implementation process for assigned accounts which include: successful implementation and training of the software to drive adoption by new clients.
• Setting healthy expectations with clients
• Actively communicating with Account Executives and Customer Success Managers regarding client progress
• Assisting with high severity requests or issue escalations as needed
• Participating in cross-functional groups to establish enhancements to communications, tools and products
• Lead 3 to 4 kickoff calls daily with new customers, which are 45-min calls to understand client needs, and train new clients on the ins-and-outs of our software.
• Oversee complex process design and setup.
• Be an expert in Workstream, so you can guide new users and answer their questions.
• Keep track of client activity, notes, and next steps clearly in our success software.
• Conduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas and adopt key features.
• Leverage feedback for continuous improvement to the onboarding process
• Learn from your assigned clients to build and maintain templates
• Designing programs, both high and low touch, that are meaningful to our customers and help them realize value from their relationship with Workstream

You Are

• You love working with customers, and thrive in delighting customers
• A project manager: there are many moving pieces and multiple stakeholders to manage within the customer and Workstream in order to help a customer go live successfully.
• Detail oriented
• A good communicator, both verbal and written. Able to explain complex concepts clearly and concisely
• Entrepreneurial, hungry, passionate and tech-savvy
• Someone with a long-term vision of working and growing with a Silicon Valley based technology startup and stay with the team for at least 2 to 4 years
• Empathetic to customer needs

You Have

• Customer facing implementation experience: At least three years of experience onboarding new clients for a SaaS company, particularly managing larger, more complex customer implementations. Alternatively, customer facing experience at a PEO, accounting firm, and such where you work directly with customers in HR / payroll capacity is also acceptable.
• Payroll experience: Experience with payroll, either in an implementation capacity or in managing payroll in house
• At least basic spreadsheet / database skills, and the ability to quickly learn more
• [Nice to have] Startup experience of 1 to 3 years
• [Nice to have] Analytical skills a plus

Day in the Life

• Define and maintain the implementation program for our mid and large clients, including timeline, stakeholders and key deliverables (including on the part of the customers), and technical requirements.
• Help define, track and achieve key performance indicators for the implementation process
• Own the implementation process for assigned accounts which include: successful implementation and training of the software to drive adoption by new clients.
• Setting healthy expectations with clients
• Actively communicating with Account Executives and Customer Success Managers regarding client progress
• Assisting with high severity requests or issue escalations as needed
• Participating in cross-functional groups to establish enhancements to communications, tools and products
• Lead 3 to 4 kickoff calls daily with new customers, which are 45-min calls to understand client needs, and train new clients on the ins-and-outs of our software.
• Oversee complex process design and setup.
• Be an expert in Workstream, so you can guide new users and answer their questions.
• Keep track of client activity, notes, and next steps clearly in our success software.
• Conduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas and adopt key features.
• Leverage feedback for continuous improvement to the onboarding process
• Learn from your assigned clients to build and maintain templates
• Designing programs, both high and low touch, that are meaningful to our customers and help them realize value from their relationship with Workstream

What We Offer

• A mission-driven and value-based company dedicated to empowering deskless workers and local businesses
• An early employee opportunity at a Series B hyper-growth startup; work with the founding team and industry veterans to accelerate your career
• Competitive salary and equity
• Comprehensive health coverage: medical, dental, and vision. We pay 95% of your employee premiums and 75% for dependents.
• In-office amenities and stocked kitchen
• 401K Plan
• Learning/development stipend
• Unlimited PTO

Salary Range: In compliance with the California Pay Transparency Law, the salary for this role is $75,000-$110,000 in SF Bay Area. This is not inclusive of our equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.

Additional Information

Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are committed to the full inclusion of all qualified individuals.

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