Client Implementation Consultant - Service Delivery - IT

- We are seeking an experienced Client Implementation Consultant to join our Service Delivery Leadership team.

- This role involves supporting customers with Level 1 and Level 2 payroll-related activities, troubleshooting system issues, and ensuring smooth payroll and benefits module implementations.

- You will work closely with Customer Relationship Directors and Payroll Administration teams, processing data requests and providing strategic guidance for workforce management.

Key Responsibilities:

- Troubleshoot and resolve complex payroll-related system issues beyond Level 1 support.

- Adjust customers' payroll and benefits system setup to accommodate new requirements or plan changes.

- Ensure compliance with SOPs and SLAs while maintaining high customer satisfaction.

- Maintain detailed records of customer interactions and issue resolutions in Salesforce CRM.

- Analyze workforce trends and provide best practices recommendations for compliance.

- Design and deliver customer training programs, both live and recorded, in collaboration with EPAY's implementation team.

- Develop customized documentation such as job aids, quick reference guides, and training materials.

- Facilitate client discovery sessions to understand their fund structure, processes, and asset class scope.

- Lead client meetings during the implementation phase, ensuring structured communication.

- Write and manage detailed project plans for smooth implementation.

- Act as a point of contact for high-profile clients, providing strategic guidance and support.

- Support trading desk connectivity needs across all asset classes.

- Verify KYC documentation for new clients and procure necessary internal approvals.

Skills & Qualifications Required:

- 8-12 years of experience in customer support for HRIS systems, including payroll and time & attendance.

- Strong expertise in payroll processing, compliance, and benefits administration.

- Hands-on experience with Salesforce CRM and incident management.