SUMMARY

Provide ongoing support to our global clients who have implemented integration between their HR system of record and one of our payroll platforms (such as GlobalView or Celergo). In this role, you will manage a significant portion of the client relationship: everything related to integration services, the overall functionality of the connectivity solution, integration tools, and processes. This position is for individuals who enjoy building client relationships using their technical expertise and providing high-quality support.

 

Technical Duties

Provide post-implementation system configurations and testing. Deliver a design and mapping for global integration tickets. Regression testing of new features. Review and validate technical documentation. Analyze and resolve technical issues related to the integration.

 

Client-Facing Responsibilities

Ensure new integration clients are onboarded and stabilized according to our standards. Participate in the transition process from implementation to ongoing service support. Participate in defining the cross-functional service scope, responsibilities, and delivery list with clients. Provide high-quality support and service to clients and advise them on best practices for integration design and mapping with their HR system of record. Manage issues, provide analysis, and facilitate solutions within defined SLAs; handle escalations with appropriate complaint handling procedures and ensure issues and risks are effectively managed. Work with clients and internal teams on change requests and coordinate regional/local service teams for system maintenance and testing. Partner with the project manager for projects impacting clients, including but not limited to messaging and testing. Provide integration training for super users.

 

REQUIREMENTS

Fluency in English and Spanish (oral and written). Knowledge of SAP HCM systems Ideally, have professional training or experience in a technical field, data science, or HR/payroll. Experience in a customer service/support role, experience with customer relationship management tools (such as Siebel). Strong customer service orientation, initiative, perseverance, and enthusiasm for customer success. Strong analytical and problem-solving skills. Demonstrated ability to train and coach. .

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