This position will be responsible to oversee the team by providing guidance and instruction in order maximize productivity and client support. An effective team leader will need to coach team members, develop team strengths, and improve weaknesses, and identify team goals and evaluate team progress to ensure timely and high-quality Implementations. Ensure team members understand how to communicate and resolve client concerns and to do so in a manner that aligns with project timelines and company standards.
The role will require the need to support the Implementation Manager by assessing and analyzing the progress of implementation projects, to determine if timelines are being met, and address performance concerns as needed.
The Team Lead may also serve as a back-up contact for client escalations & will handle complex client concerns and questions, in partnership with Management.
Manage a team of 4-6 direct reports.
Work with the Implementation Manager to review and assign new accounts to Implementation Specialists while maintaining fair workload distribution.
Manage teams weekly starts based on mutually committed start dates by Viventium and the client thus avoiding project pushes or no-starts.
Handle daily operations to support technical questions, ensure correct procedures are being followed and routinely give direction to team members on what to do and how to improve.
Coach team members on developing necessary skills to achieve target goals/meet service level standards.
Identify team strengths and weaknesses. Utilize team strengths to cross train, improve the new client experience and team productivity. Develop a plan with the Management and Special Projects partners to improve areas of opportunity.
Monitor weekly tasks and cases in order to achieve implementation project deadlines and implement process improvement to ensure quality/accuracy.
Enforce use of required technology such as Salesforce, GuideCX, etc. to ensure easy reporting and cross-departmental visibility.
Work with Special Projects and Project Managers on escalated projects in order to achieve deadlines, improve productivity & setup time, thus improving client satisfaction.
Escalate performance concerns to the Implementation Manager (i.e., when an Implementation Specialist is out of adherence of service level standards, or a project is at risk of being off track.)
Uphold and improve standard operating procedures with the objective to drive productivity, improve quality and reduce bottlenecks.
Serve as back-up contact for client escalations; provide team support, communicate with clients and Project Manager in the event of escalations and evaluate their needs and specifications.
Escalate challenges to Management, Project Managers, and Special Projects team as needed and manage until resolution has been reached.
Identify additional training needs for each Implementation Specialist. Provide 1:1 training support and/or give training suggestions to the Implementation Trainer(s).
Oversee timely transition to Client Service, including hand-off call with client and CSR.
Performs other duties as assigned.
Who we are Looking for:
Minimum 2 years Implementation Experience.
Minimum 2-4 years of client facing experience in the HCM industry.
High standard of care to our clients, provide positive support and encouragement to employees and understand financial needs.
Keen attention to detail and organizational skills
Confident work ethic; results-driven.
Bachelor’s degree or equivalent related experience
Basic understanding of payroll tax law compliance
Excellent, demonstrated proficiency in Microsoft Outlook, Excel, & Word
Strong interpersonal skills and track record of establishing strong client relationships.
Ability to handle stressful situations in a professional manner.
Ability to manage multiple projects and conflicting deadlines.
Ability to learn and adapt quickly, multi-task efficiently, and work well in a team. Solid organizational skills.
FPC or CPP Certification preferred.
At Viventium, you don’t work, you build. We enable companies and their employees to do their best work. We know that employees want to thrive and employers want to do what is right. The human element of HCM is what we create through our technology, service and sales. HCM is a mindset, not a catch phrase, and it certainly is not a spectator sport! We promise a career changing experience where you matter. We believe that our future is dependent on the talent we recruit, develop, unleash, and retain. We believe that our client’s success is the only thing we care about. If we can be strategic to our clients then their success will ensure ours.
Our company motto “in it with you” represents our philosophy on what it means to be a company that addresses the Human Capital Management (HCM) needs of small and midsized businesses. Being “in it with you” means we impact HCM in a way that is meaningful and drives business outcomes. We believe that while the SMB market has similar business challenges, there is also a uniqueness that often demands customization.
Driving our passion to address these needs is our cutting edge cloud-based software. We choose to have one platform that is scalable and dynamic. Coupled with our intuitive software is our up-skilled client services team that exists to ensure a positive experience with every call. It is the reason our clients are loyal and promote Viventium. We believe that the SMB market deserves the best in each functional area of business management surrounding managing employees. We partner and integrate with the best and most innovative companies to service need outside of the core payroll and HR functions.
Viventium Software is a privately held company with locations in New York and New Jersey. We have been in business for over 25 years and have nearly 5,000 clients.