Customer Success - Implementation Specialist

Implementation Specialist

We're seeking a detail-oriented and customer-focused Implementation Specialist to help new clients get up and running smoothly on our platform. In this role, you'll guide customers through onboarding, system configuration, and their first pay period, ensuring a seamless transition from their previous process and quickly realizing value from our product.

This role bridges the gap between sales (or marketing leads) and support, focusing on guiding customers through setup, adoption, and early success.

The Implementation Specialist will be a subject matter expert on our product and a proactive problem solver, using onboarding calls and follow-up outreach to remove friction points that lead to trial abandonment.

Responsibilities :

• Customer Onboarding : Drive product adoption and conversion within the assigned book of business by conducting 1 : 1 onboarding sessions and delivering customized trial setups.
• Customer Outreach : Initially, may require outbound recruitment and 'selling' to entice customers to participate in the program.
• Account Setup : Configure account settings and load employees.
• Product Guidance : Provide best practice recommendations by industry and size of workforce. Conduct demos and 'how-to sessions' to gain customer understanding.
• Proactive Support : Monitor accounts for inactivity, re-engage customers. Answer product questions via email, chat, or video calls.
• Training : Provide training sessions for additional admins, managers, and employees (if necessary) to gain adoption.

Required Qualifications :

You're wondering, what is OnTheClock?

OnTheClock, founded in 2004, is a Michigan-based SaaS company that provides businesses with workforce management tools, such as time tracking, scheduling, and payroll. Our platform provides employers with a simple way to track employee hours, establish work schedules, and pay employees in one system. OnTheClock has a great culture, and we are looking for like-minded people to offer the best service possible for our customers.

What we look for in you :

Why Should You Work Here With Us :

The finer print :