Implementation Team Lead

Job Description 

Implementation Team Lead

Job Leveling

S4

Summary/objective

The Implementation Team Lead is responsible for providing a positive and high-quality service to clients and serve as the key point of contact for our Implementation Specialists on escalated issues.

Core Job Duties

• Serves as the point of escalation for the Implementation Specialists and a thought leader for continuous improvements of the implementation process to drive client satisfaction. Provide leadership, guidance, and direction to team members, acting as a mentor to Implementations Specialists.

• Coordinate with project managers to ensure that the implementation of isolved products is within designed timeframes.

• Assist in managing escalated issues; keeping the manager informed throughout entire process

Job Complexity

• As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways.

Interaction

• Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures.

Supervision

• Acts independently to determine methods and procedures on new assignments. Exercises initiative and judgement in completing recurring assignments. Often acts as a facilitator and team leader.

Experience

• Typically requires a minimum of 6+ years of related experience.

Scope

• N/A

Discretion

• N/A

Minimum Qualifications

• At least 3-5 years in an Implementation role with customer facing responsibilities

• 1 year of experience in people leadership

• Demonstrated strong technical aptitude and capabilities

• Excellent written and verbal communication skills

• Demonstrated success in a role requiring strong attention to details, teamwork, and initiative

• Demonstrated passion for delivering an outstanding customer experience.

• A strong product, service and technical background is required and experience in supporting HCM solutions including Payroll, Time & Attendance, Benefits, & GL

Additional Preferred Qualifications

• Customer Focused: Ability to build strong internal and external customer relationships and delivering customer-centric solutions. ​

• Problem Solving​: Ability to process complex and sometimes contradictory information to effectively solve problems. ​

• Accountable: Being answerable for your actions and owning up to commitments.​

• Communication: Developing and delivering information that conveys a clear understanding of the needs of different audiences.​

• Relationship Building: Establishes effective partnerships and works collaboratively with others to meet shared objectives.

• Quality Results Focused: Takes on new opportunities with enthusiasm, applies efficiency to tasks and keeps our customers' experience in mind. ​

• Cultivates Innovation: Creates new and better ways for the organization to be successful.​

Physical Demands: Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 7 pounds.

Travel Required: Yes, travel may be required.

Work Authorization: Employee must be legally authorized to work in the United States.

FLSA Classification: Non-exempt

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