Role Overview:

As a Payroll Implementation Specialist - Customer Success, you will act as a strategic advisor and implementation expert, driving seamless payroll transitions for clients using the peopleHum HRMS platform.

This is a critical, client-facing role where you'll ensure successful onboarding, accurate system configuration, and high satisfaction throughout the implementation lifecycle.

You will work closely with client stakeholders, internal product teams, and support functions to deliver payroll solutions that are both compliant and tailored to client needs.

Your expertise will directly impact customer success, retention, and product value realization.

Key Responsibilities:

Implementation & Onboarding:

- Lead the end-to-end implementation of the peopleHum payroll module for new clients, including requirements gathering, data migration, system setup, and UAT coordination.

- Provide strategic guidance on payroll best practices during onboarding to ensure smooth adoption and operational readiness.

Client Management & Advisory:

- Serve as the primary point of contact for clients during the payroll setup and initial go-live phases.

- Conduct training sessions and provide consultative support on payroll compliance, configuration, and automation features.

- Build trust and credibility with client stakeholders through clear communication, solution-oriented thinking, and proactive engagement.

Issue Resolution & Collaboration:

- Work cross-functionally with Product, Engineering, and Technical Support teams to escalate and resolve system-related issues promptly.

- Maintain detailed documentation of client workflows, custom configurations, and resolution logs within the CRM for audit and knowledge management purposes.

Continuous Improvement & Compliance:

- Stay abreast of evolving payroll laws, labor codes, taxation norms, and statutory changes across geographies.

- Provide timely updates and recommendations to clients to ensure compliance and maximum product efficiency.

- Identify recurring pain points or product gaps and offer actionable feedback to internal product owners for roadmap enhancement.

Requirements:

Educational Qualification:

- Bachelor's/Master's degree in Accounting, Finance, Business Administration, or a related discipline.

Professional Experience:

- Minimum 6 years of experience in payroll processing, HRMS implementation, or client support roles.

- Prior experience in a customer success, payroll consulting, or technical advisory capacity preferred.

Technical Skills:

- Proficient in payroll systems such as ADP, Paychex, Workday, or similar enterprise platforms.

- Strong working knowledge of Microsoft Excel and data tools for payroll analysis and reporting.

Functional Competencies:

- Deep understanding of payroll regulations, statutory compliance, tax structures, and wage components.

- Analytical mindset with the ability to interpret payroll data and suggest improvements.

Soft Skills:

- Excellent communication and presentation skills-able to convey technical concepts to non-technical audiences.

- Strong interpersonal and conflict-resolution skills.

- Highly organized, with the ability to manage multiple projects and client accounts simultaneously