HK Implementation Specialist

Title:               Implementation Specialist I, II, III

Department:  Payroll Client Services

Reports To:   Implementation Supervisor

FLSA Status: Non-exempt

Summary: Implementation Specialist is responsible for orienting all new clients through the new account set up process. Acts as account manager for all new clients by implementing a successful post sales implementation, installation and training process.  Ensures seamless transition to the service organization.

Essential Duties:  Essential job duties for this position include the following items. Other duties must be performed as assigned or required.

• Ensure clients get the best products and derive the maximum product benefit through guidance.
• Review and work with the associate that performed the analysis on all accounts.   
• Ensure accurate and timely completion of all implementation steps.
  • Keying of company parameters, implementation of Master File and money information;
  • Run and test parallel payroll
  • Run and package initial payrolls
  • Communication of all steps, and progress as appropriate.
  • Schedule and complete necessary new client on-site, telephone, or internet training to customer's satisfaction (IS II and III)
• Accurately enter and process new client payroll data on a timely basis
• Manage client relationship and provide primary client service
• Work with clients at various complexity levels:

• Level 1 and 2 (IS I)
• Level 1 to 3 (IS II)
• Level 1 to 4 and directly assisting Project Manager with level 5 - (IS III)

• Sit in on client trainings with primary trainer to assist and learn the training process (IS I)
• Use effective problem solving skills to resolve client issues
• Maintain team communication in dealing with fellow associates and sales representatives
• Provide quality service
• Be involved in kick off call to clients to answer questions and provide client expectations
• Weekly 1 hour sessions on PayTrain
• Mentor, assist and train staff members (IS III)
• Assist others with templates and input reconciliations
• Work toward continuous quality improvement
• Stay current with changing technology, including software programs
• Uphold, support, and promote all company policies and procedures

Qualifications:  To perform this job successfully, the Implementation Specialist must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skills and ability required. 

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