Service Bureau Implementation Specialist
Apex Human Capital Management (HCM) has been selected four years in a row for INC 5000’s list of fastest growing companies in the U.S. We are a market leader in cloud-based payroll and HR technology. Over 300 payroll service firms nationally use Apex's technology as the core of their business. Apex's comprehensive suite of products and services includes payroll, payroll tax, human resources, time and attendance, workers' compensation, payroll debit cards and other business management tools normally reserved for large enterprises. Apex's cutting-edge cloud-based technology allows its customers to compete effectively feature-for-feature with larger established firms, while dramatically improving their workforce productivity.
Apex HCM is seeking highly motivated and detail oriented Service Bureau (SBO) Implementation Specialist with payroll service / on-boarding / implementation experience to join our amazing team! SBO Implementation Specialist is a vital role with in the organization to provide an outstanding level of service to new SBO's who have joined the Apex HCM family and to ensure a smooth transition of their clients to our platform. SBO Implementation Specialist must be highly energetic, detail oriented, strive in a fast paced enviroment and focused on being part of a growing sales organization. This is a great opportunity to join a rapidly growing technology company!
Ensure client satisfaction and retention through timely and successful installation and conversion of payroll \ HCM \ service bureau solutions.
Implementation Specialists (ISs) develop and maintain effective verbal and written communications and relationships with clients and Apex associates to contribute to a successful overall client experience. ISs utilize a combination of industry knowledge, product knowledge, HR knowledge and project management skills to ensure a quality implementation experience for the client. ISs proactively contact clients during the implementation process to assess their satisfaction and fully utilize standardized tools and technology to support payroll solution delivery. Consistently executes implementation process and methodology. Conducts needs analysis to determine appropriate payroll solution requirements for new or existing clients. Coordinates client training to ensure that clients are scheduled to attend all appropriate training classes. Collaborates with Data Service Center. Customizes and installs payroll \ HCM solutions.
Oversees accurate, timely and successful installation and conversion of solutions through entire implementation cycle. Validates and tests solutions. Ensures accuracy of client set up variables. Assesses the appropriate method and identifies resources for the conversion of client data to payroll systems and software. Tests the product or oversees the testing process. Migration of the client to Apex HCM solution. Consults on the training of client and equipment and coordinates technical support to resolve issues. Provides client support. Seeks client feedback on the products and service to ensure a quality implementation experience for the client. Provides feedback/ensures transition in a timely fashion. Provides feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement. Ensures the successful "hand-off" to other departments following the implementation. Participates in project planning and project coordination with the Client Success Manager. Participates in project planning and/or facilitates efforts and ensures that assigned orders are accurately maintained and client interactions are documented in accordance with the policies. Ensures products are configured and/or adapted to meet each client's needs. Provides functional design guidance including accommodation of client rules, plans or procedures. Participates in project plan schedule development, monitoring and reporting. Effectively manages assigned business through internal systems. Maintains start date. Documents client interactions.
Assists with communication. Escalates any adjusted client time frames. Ensures timely internal communication to Sales, Operations Management, external communication to clients, client implementation team or other 3rd parties involved in the project. Consistently and timely, communicates project progress or project plan modification to Client Success Manager.
Perform related duties consistent with the scope and intent of the position.
Additional hours may be required to ensure customer service levels are met.
Travel may be required for the purpose of on-site implementation. (Up to 40%)
Minimum Qualifications (Education, Experience, Skills)
- Minimum of 3 years of Service Bureau Implementation experience
- Ability to make independent decisions on matters of significance.
- Ability to work both independently and as a team player.
- Ability to work in a fast-paced environment with deadlines and goals.
- Attention to details and time management skills.
- Excellent communication skills i.e. written/verbal Ability to read, analyze, and interpret policies, documents and regulations.
- Ability to write reports and business correspondence.
- Ability to effectively establish rapport, present information and respond to questions from managers, clients, customers and the public.
- Skill and ability to meet people, listen, and communicate effectively.
- Ability to calculate figures and amounts such as discounts, interest, commissions, pro-rata, percentages, and volume. Ability to apply concepts of basic accounting.
- Ability to solve practical problems and deal with a variety of concrete variables.
- Ability to interpret a variety of instructions furnished in written, oral or schedule form.
- Mastery of Excel
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.