Transition Specialist Representative - Baltimore

Paycom Software, Inc. Baltimore , MD 21203

Posted 2 months ago

Job Details

Job Location: Baltimore Office - Baltimore, MD

Position Type: Full Time

Education Level: Bachelor's Degree

Salary Range: Undisclosed

Travel Percentage: Up to 50%

Job Category: Customer Service


The Transition Specialist Representative leads the Paycom implementation by partnering with Outside Sales Reps and New Client Setup (NCS) Specialists to guide our clients to 100% usage of the Paycom solution. They will administer and review a Paycom Project Plan for management, client accountability and communication to all internal and external stakeholders throughout the client onboarding process. This position ensures all Paycom Payroll and Human Capital Management (HCM) products are set up timely and accurately. The TSR will confer with ongoing project personnel to resolve open issues while escalating any issues as deemed appropriate.


Project Management:

  • Provides technical and functional support to all internal and external parties with a Paycom Project Plan to collect outstanding data for each client(s) and ensure all deadlines are met

  • Defines a detailed implementation plan for all customers which includes the goal of 100% employee usage

  • Works with client(s) to map their current process, understand client pain points and identify areas of improvement to maximize efficiencies through use of the Paycom solution and best practices

  • Provides frequent feedback regarding product gaps or potential new features through discussion and solution design sessions with the client(s)

  • Diagnoses, researches and resolves customer concerns and requests

  • Submits all sensitive data through appropriate Paycom platforms in accordance with Paycom Security Standards

  • Coordinates with client(s) to collect setup documentation of all applicable HCM products

  • Completes Paycom product training to stay abreast of new releases and functionality in order to successfully advise and direct clients on best practices to platform optimization

  • Ensures all open implementation tasks are completed, client(s) acceptance meeting is successfully conducted, and all handoff requirements are met per the process to indicate that the client is trained and prepared to transition to the long-term care teams (PSD/CRR)

  • Leads the internal implementation teams to identify the "Step to Usage" in which the client(s) resides and a path to bring them to 100% employee usage

  • Proactively anticipates client(s) needs and assesses risk

  • Actively drives the company vision through the utilization of the Paycom solution

  • Holds internal and external partners accountable to project objectives and timelines

  • Easily adapts to internal process changes and stays up to date on product developments

  • Consistently meets internal deadlines for reports, trainings, etc.


  • Utilizes the Paycom Project Plan to record setup and trainings for all HCM products per client(s)

  • Promotes the use of Paycom HCM products through training on site or via web meeting

  • Ensures all trainings have client acceptance and meet all Paycom standards

Payroll Submission:

  • Coordinates payroll processing timelines with all clients to ensure payroll is submitted in accordance to Paycom submission deadlines

  • Processes standard to complex payrolls under limited supervision

  • Ensures documentation on client processes and notes are logged timely within Paycom Client Intelligence (PCI)

  • Communicates the importance of data validation and first payroll preparation requirements to all clients to ensure perfect first payrolls


  • Monitors all communication channels including but not limited to e-mail and telephone notifications providing prompt responses

  • Answers standard to complex questions under limited supervision

  • Ensures proper meeting etiquette by paying attention to the correct posture, inflection, courtesy, tone, understandability and rate of speech

  • Communicates effectively with clients and colleagues to establish cordial/effective working relationships

  • Tactfully communicates critical feedback to clients, colleagues and manager

  • Makes independent decisions on problem resolution that are consistent with Paycom policies and procedures

  • Assumes responsibility for establishing and maintaining effective communication and coordination with Paycom personnel and management

  • Keeps management informed of area activities and of any significant client problems

  • Demonstrates initiative by constantly looking for and recommending ways to improve the TSR role

  • Attends and leads meetings as required (on site and/or web meeting)

  • Maintains a positive attitude with all Paycom personnel and management

  • Adheres to all policies of Paycom including those outlined in the Paycom Employee Handbook

  • Communicates agendas and recaps for all meetings and trainings


  • Up to 50% travel - may include overnight on all avenues of transportation (plane, train and/or automobile)
  • Required to attend in person New Hire, Regional and Department training




  • Bachelor's degree required

  • Certifications such as Six Sigma (White Belt, Green Belt), CSM, PMP, MBA or comparable program preferred

Experience Required:

  • At least 1 year of applicable experience in a customer-facing role


  • Ability to work as part of a cross-functional team

  • Ability to perform job duties with moderate supervision

  • Oral and written communication skills

  • Public speaking/presentation skills with both small and large formats (50+ attendees)

  • Ability to build trust and collaborative relationships

  • Consistently and effectively executes client meetings with business acumen

  • Intermediate knowledge of the industry, product and processes

  • Intermediate computer skills in Excel, MS Office Suite, Outlook and Web-based Platforms

  • Detail oriented and consistently delivers high quality results

  • Intermediate project management and planning skills

  • Interpersonal skills

  • Maintains professional appearance and calm demeanor

  • Ability to prioritize objectives

  • Excellent time management skills

  • Intermediate problem solving and conflict resolution skills

  • Organizational skills

  • Takes initiative to learn about a variety of client industries and expands knowledge base

  • Able to operate in de-escalation and key decision-making scenarios with guidance from direct supervisor

  • Takes initiative to seek personal and professional development opportunities


  • Customer Service, Problem Solving, Critical Thinking, Communications, Interpersonal Relations/Teamwork, Organization Awareness, Self/Life Management, Continuous Improvement/Innovation and Change, Technical Competence


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

No hazardous or significantly unpleasant conditions. (Such as in a typical office).

The noise level is usually moderate.

Paycom provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, pregnancy, military and veteran status, age, physical and mental disability, genetic characteristics, or any other considerations made unlawful by applicable state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Paycom expressly prohibits any form of workplace harassment based on race, color, religion, sex, national origin, pregnancy, military and veteran status, age, physical and mental disability, or genetic characteristics.

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Transition Specialist Representative - Baltimore

Paycom Software, Inc.