Customer Relationship & Journey Ownership
• Act as the primary operational point of contact for customers post-sales handover
• Build strong, trusted relationships with client stakeholders and guide them through implementation and onboarding
• Navigate customers through their experience lifecycle, ensuring smooth adoption and engagement
• Become a trusted advisor who translates business needs into effective implementation outcomes
• Manage and strengthen relationships to support retention, satisfaction, and long-term success
Implementation Coordination & Delivery Oversight
• Coordinate HRIS and Payroll implementation consultants and track delivery milestones
• Manage the handover from Sales into Implementation, ensuring clarity on scope, timelines, and expectations
• Oversee implementation governance including status tracking, risk identification, issue resolution, and reporting
• Ensure alignment across internal teams including Implementation, Payroll, Product, Engineering, and Customer Success
• Support implementation readiness and ensure customers provide required inputs for successful go-live
Customer Enablement & Adoption
• Train customers on HRIS and payroll processes and platform usage
• Drive product adoption with a focus on long-term customer value and success
• Lead customer interactions with a growth and value-realisation mindset
• Support go-live and early lifecycle stabilisation
• Act as a problem solver, helping customers overcome operational challenges
Data, Insights & Problem Solving
• Use data to assess customer health, identify risks, and surface opportunities
• Synthesize insights into clear, actionable recommendations for stakeholders
• Support decision-making by identifying trends, risks, and opportunities across accounts
Cross-Functional Collaboration & Growth Enablement
• Collaborate closely with Account Executives, Customer Success Managers, Onboarding Managers, Product, and Support teams
• Act as the voice of the customer, sharing structured feedback with Revenue and Product teams
• Identify expansion opportunities and refer appropriately to Sales teams
• Contribute to improving customer journey processes, playbooks, and delivery standards
• Maintain the day-to-day operational relationship with the client’s Partner Management team, ensuring strong alignment, communication, and collaboration across all delivery workstreams