What might your days look like Our Customer Solutions teams are responsible for implementing the Employment Hero platform with customers, and our HR Consultants are responsible for gathering information and implementing not only our HR product, but also supporting our Payroll product implementation.

Day-to-day you'll be an influencer, presenter and trainer for all things HR; whilst also being comfortable and familiar with the payroll product. Your number one focus is to ensure that Employment Hero customers, partners and internal stakeholders have the knowledge and skills they need, to proficiently operate and administer our HR software; including ensuring they have excellent learning experiences, and as a result - they're highly satisfied with Employment Hero products.

As we embark upon a transformation of our CX delivery function, we are looking for experienced and knowledgeable HR Consultants who are adept at managing change and stakeholder engagement, and can clearly communicate with our customers who are not always the experts in HR or legislative requirements. This is an exciting time to join the team and be part of transformative change in the way we help customers implement our platform. You will work closely and broadly across our Implementations team alongside our Project Managers & Payroll Specialists; plus our product and customer support teams, with the opportunity to learn and grow within our start-up culture.

Responsibilities

• Manage a portfolio of SMB customers and guide them through setting up and adopting Employment Hero.

• Design, develop and deliver workshop content to multiple clients on HR implementations based on HR best practice.

• Be an influencer, presenter, trainer, problem solver for all things HR, motivating customers to adopt features and go-live within their project deadline.

• Although HR would be the primary focus, be comfortable and knowledgeable in also supporting our payroll customers in their dual Employment Hero Implementations.

• Provide technical assistance to customers via Zendesk and guide customers through their roadblocks during the implementation process.

• Be the ‘voice of the customer’ and use your HR knowledge, experience and insights to test new features and influence future product development.

• Project manage multiple client projects and contribute to process improvement initiatives that will help the team exceed monthly product adoption targets.

• Documentation of content to support system implementation.

• Handle customer escalations and objection handle where appropriate.

Requirements

• 3+ years experience/background in any of the following - HR, Recruitment, Payroll, SaaS, systems implementation, online training, customer success, account management or customer facing technical support.
• Project management experience and ability to work in a fast-
• Strong ability to build client relationships, influencing customer behaviour, and delivering an outstanding customer experience.
• Naturally enjoy technical problem solving, setting up new systems and deep diving into customer data.
• Aren’t afraid of targets and KPIs because they inspire and motivate you.
• Like coming up with new ideas and solutions to small/big problems.
• Can easily pivot and adapt when things change unexpectedly.
• You are comfortable presenting online training to large and small group, because you enjoy teaching others how to use them.