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, well-positioned to succeed — the entire company from sales, customer success, product, and engineering are all aligned to ensure customer success!

You will primarily lead new client onboarding for mid/large-sized clients over the first 60 to 90 days. To succeed, you should have empathy, clear communication skills via email and video calls, be tech-savvy, and able to ask probing questions. Your success will be measured by client activation rate.

This position is located in San Francisco, CA, with a hybrid work schedule: 2 days in our SF office in SOMA and 3 days in our Menlo Park office, with on-site client visits as needed.

Day in the Life

1. Define and maintain the implementation program for mid and large clients, including timeline, stakeholders, key deliverables, and technical requirements.
2. Help define, track, and achieve KPIs for the implementation process.
3. Own the implementation and training process to ensure successful software adoption.
4. Set healthy expectations with clients.
5. Communicate actively with Account Executives and Customer Success Managers regarding client progress.
6. Assist with high-severity requests or escalations.
7. Participate in cross-functional groups to improve communications, tools, and products.
8. Lead 3 to 4 daily kickoff calls with new customers to understand their needs and train them on our software.
9. Oversee complex process design and setup.
10. Become an expert in Workstream to guide new users and answer questions.
11. Track client activity, notes, and next steps clearly in our success software.
12. Conduct user training and develop manuals to facilitate adoption.
13. Leverage feedback to continuously improve onboarding processes.
14. Learn from clients to build and maintain templates.
15. Design meaningful programs that help clients realize value from Workstream.

You Are

• You love working with customers and thrive on delighting them.
• You are a project manager managing multiple stakeholders to help customers go live successfully.
• You are detail-oriented.
• You are a good communicator, able to explain complex concepts clearly and concisely.
• You are entrepreneurial, hungry, passionate, and tech-savvy.
• You have a long-term vision of working and growing with a Silicon Valley startup and plan to stay for at least 2-4 years.
• You are empathetic to customer needs.

You Have

• At least three years of customer-facing implementation experience, preferably with SaaS or similar complex solutions, managing large customer onboarding.
• Payroll experience, either in implementation or in managing payroll in-house.
• Basic spreadsheet/database skills and the ability to learn quickly.
• [Nice to have] Startup experience (1-3 years).
• [Nice to have] Analytical skills.

Additional Responsibilities

The responsibilities listed above are essential to this role, including defining implementation programs, tracking KPIs, leading onboarding calls, and ensuring successful client adoption.

We offer a mission-driven environment, competitive salary and equity, comprehensive health benefits, office amenities, 401k, learning stipends, and unlimited PTO.

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