Implementation Manager

ExtensisHR, one of the largest Professional Employer Organizations (PEOs) in the U.S. with client employees in all fifty states, is looking for talented people to join our team. If you want to contribute your talents, make a bigger impact, and be part of the growing PEO & HRO industry, we are interested in talking to you. Our renowned industry leadership in customer service starts with our people. You can contribute to delivering on our brand promise of helping organizations succeed through our people-first approach in solving customer’s ever-evolving HR needs. Our HR offerings include personalized services for HR, employee benefits, payroll and taxes, employer risk, compliance, and employee management. Today, we manage over $3 billion in employment-related costs annually—and we are growing every day.

For more information about the company visit www.ExtensisHR.com.

Serve as the project manager and change agent to concierge all new clients, their ownerand VIP’s through their first and best-in-class onboarding experience and set the tone for the client relationship.  Lead and champion the client’s business continuity internally and externally within the client organization through effective planning and management of onboarding project plans and timelines via the service delivery model. Key role is to achieve an accurate and timely first payroll and to create an overall successful onboarding client experience. 

Client Implementation/Customer Serivce/Documentation & Reporting:

• Plan, direct, and coordinate all aspects of your new client’s set-up, including relationship building, overall assessment, and evaluation of client needs during the late sales and onboarding processes
• Act in the capacity of a lead Project Manager to facilitate a holistic experience focusing on payroll
• Conduct impactful kick off and weekly status calls with clients and applicable team members to ensure a successful onboarding experience
• Serve as the client’s advocate and champion to ensure a seamless, hassle-free implementation to ExtensisHR - including processing payroll, coordination of internal teams to discuss client needs, expectations, and requirements
• Develop and maintain a robust understanding of all ExtensisHR technologies (i.e., HRIS, CRM, etc.), features, and usage
• Develop and formalize disciplined and customizable approaches, processes, and standards for managing the onboarding of clients and the implementation timeline
• Provide new client contact(s) training and orientation on HRIS, payroll processing, products, services, and other key items to ensure your assigned clients are comfortable doing business with ExtensisHR
• Proactively assess, orchestrate, and manage the identification and resolution of any issues pertaining to your client’s onboarding
• Confirm client pricing (i.e., client billing, workers compensation set-up, benefit selections, etc.) to ensure post-sale client success
• Verify Form I-9 documentation submitted by clients for accuracy and compliance – request additional documents as needed
• Perform mock payroll against existing reports and make corrections as necessary to prevent future payroll interruptions
• Develop a value-based relationship with each new client resulting in maximum utilization of our service offerings
• Accurately complete any ongoing employee payroll maintenance while ensuring all changes are completed prior to payroll processing (i.e., 401K deferrals and loans, garnishments, benefits, new hires, and terminations, etc.)
• Ensure 100% error-free new client payroll processing for your assigned clients
• Provide overall support until your client is transitioned to their permanent payroll manager
• Develop a deep understanding of the ExtensisHR process
• Maintain positive and professional working relationships between all internal teams to foster a collaborative environment, to ensure a successful overall client onboarding experience
• Provide passionate, dedicated service to clients via virtual meetings, as well as in-person if necessary
• Closely monitor the client onboarding experience and report on break downs or unclear communication on expectations between your Client and ExtensisHR
• Ensure there is a smooth transition from the implementation team to the service team
• Maintain impressive client quality survey scores in support of key initiatives
• Participate in data collection to support our periodic audits of internal controls with internal stakeholders
• Participate in building library of templates, forms, FAQs, standard email responses, and procedures that increase efficiency and service quality for our clients
• Timely documentation of client interactions as via our CRM
• Make effective use of company systems including Microsoft Office and various Company tools and software

Core Compentencies/Education: 

• BA or BS degree required or equivalent work experience
• Formal study in payroll, HR or similar business highly desirable
• CPP / FPC designation and/or SHRM/HRCI certification highly desirableWork Experience
• Minimum of 3 years of client-facing experience preferably in the PEO industry or similar outsourced service model industry
• Experience in Payroll or HR Services required
• Experience in fast paced customer service and project management or implementation environment required
• Excellent written and verbal communication skills with a proven ability to facilitate presentations to client company stakeholders, managers, administrators, or groups
• Strong business acumen and natural ability to influence internal and external stakeholders
• Organized, trustworthy, and able to look at challenges as opportunities to achieve more
• Understanding of the dynamics that facilitate or hinder change
• Highly effective in client servicing and problem resolution
• High level of thoroughness and accuracy
• Resilience to cope with setbacks
• Displays strong sense of urgency to meet tight timeframes and deadlines
• Strong sense of empathy toward client concerns
• Team player, results-focused, high ethical standards, and a strong ability to develop and enhance new client relationships
• Self-starter who works well under pressure and acts swiftly to address questions or concerns

Responsibilities and requirements are subject to change based on business needs.

At ExtensisHR, we recognize there are many factors that influence your overall satisfaction both at work, and in your personal life. Under our ‘You Supported Program,’ we provide a great mixture of compensation, benefits, company culture, and resources to our employees that help you reach a happier, more balanced life. Some of these offerings include:  

• Competitive compensation to reward you for your hard work every day.
• Progressive Paid-Time Off Program for you to enjoy time out of the office, including time off for volunteering and life events.
• Group Medical, Dental, Vision and Life insurance to encourage a healthy lifestyle available from day one. 
• Pretax Spending Accounts to ease taxes on health and dependent care expenses.
• 401k and IRA retirement plans, employer contributions.
• Extensive professional development programs to help you get to where you want to go in your career.
• Employee Discounts on retail and entertainment.
• A social and community outreach committee that promotes a fun inclusive culture through in-office events and networking opportunities. 
• Diversity, Inclusion and Equity (DEI) committee that promotes organization DEI initiatives and employee engagement.
• Complimentary coffee and snacks to keep you fueled and productive throughout the day.

ExtensisHR is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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