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Implementation Manager Client Experience

hace 2 semanas

Desde casa, Colombia Velocity Global A tiempo completo

ABOUT US
Velocity Global is one of the fastest-growing companies in the world and hands down one of the greatest places to work from anywhere. We accelerate the future of work beyond borders. Our global work platform simplifies the employer and employee experience through cloud-based workforce management technology, personalized expertise, and unmatched scale. As the largest global Employer of Record (also known as International PEO) in 185 countries and all 50 United States, more than 1,000 brands rely on Velocity Global to build global teams without the cost or complexity of setting up foreign legal entities or state registrations. The company offers additional services including Independent Contractor Compliance to assess a workforce, and Agent of Record (AoR) to streamline payments to contractors. Velocity Global was named a “Leader” in Global Employer of Record services by prominent analyst firm Nelson Hall. Founded in 2014, we have hundreds of employees across five continents.

We are looking for a Global Implementation Manager to join our growing Customer Experience and Delivery team. This position is to be based remotely in either the Americas or EMEA regions. This full-time, client-facing position will be responsible for supporting all aspects of our onboarding client accounts. This includes our clients, the employees we support, and our local affiliates around the world. This individual will report to the Global Director of CX Implementation.

RESPONSIBILITIES
- The Global Implementation Manager supports the Velocity Global account management team across all aspects of the business
- Responsible for new and large scale client onboards, including troubleshooting issues related to invoicing, international and US payroll, and all other HR matters as it pertains to new and large scale client onboardings.
- Work closely with global payroll and network teams to confirm costs of standard and out of scope deliveries and ensure clients are billed correctly
- Ensure net new and large scale client - employee onboardings are completed in a timely manner, directly communicating with our clients, account management, and employee experience teams to fulfill this process including the creation of onboarding calendars
- Respond to all new client questions, invoice matters and advise potential/existing clients on benefits, international payroll, expense reporting, and all other HR matters
- Ensure client deliverables and Service Level Agreements are being completed timely and accurately
- Manage amendments to contracts within company policies, including client Master Service Agreements (MSAs), Statements of Work (SOWs) and agreed upon hiring calendars
- Effectively manage on-boarding project issues and risks, escalate as needed, and create strategies for risk mitigation and contingency planning
- Proactively identify client needs, including new employees to onboard, and communicate with sales as it relates to repeat business
- Participate on client calls with the sales team to demonstrate Velocity Global’s service offerings
- Responsible for strategic planning and client maintenance to prevent service issues by taking the necessary measures to solve difficult situations with clients and employees during the onboarding process
- Develop and maintain competency in the areas of international employment, immigration, benefits, and payroll
- Train client service team on all matters related to client onboarding services, payroll management and professional development
- Drive client satisfaction and retention with sincerity and passion, and approach troubleshooting as an opportunity to establish integrity and value
- Leverage resources and present solutions to Velocity Global Management and clients

QUALIFICATIONS
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor’s degree or equivalent work experience required; Master’s degree a plus
- 4+ years of experience in client account management, 2 years of Human Resources experience preferred
- Must have an in depth understanding of payroll process, including how inputs affect output
- Must be able to understand and implement client MSAs/SOWs as it relates to client service (onboarding calendar, payroll calendar)
- Research-oriented, exceptional organizational skills and attention to detail
- Competencies in international employment and payroll a must
- Ability to quickly assimilate information; with operations across 185+ countries there is a lot to learn
- Able to prioritize effectively and work autonomously while coordinating with an international team.
- Excellent presentation, verbal and written communication, listening and consultative skills
- Technology-literate, including Microsoft Office and Gsuite
- Strong consultative customer service and project management style
- Drive, strong work ethic,