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.
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
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
Bachelor's degree required
Certifications such as Six Sigma (White Belt, Green Belt), CSM, PMP, MBA or comparable program preferred
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
Maintains professional appearance and calm demeanor
Ability to prioritize objectives
Excellent time management skills
Intermediate problem solving and conflict resolution 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
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.
WORK ENVIRONMENT AND ENVIRONMENTAL CONDITIONS
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.
Paycom Software, Inc.