The Implementation Specialist plays a vital role in ensuring the successful onboarding of clients by managing projects with precision, organization, and effective communication. This role operates independently with small to mid-sized projects from start to finish, shaping processes that directly improve customer success and operational efficiency, while also serving as a key support resource for complex Enterprise-level implementations.
In this role, you’ll own a portfolio of small to mid-sized companies and productions from onboarding through post-launch, ensuring a smooth Wrapbook experience and driving long-term client value. You’ll guide customers through implementation and their first payroll, support ongoing adoption, and collaborate closely with Paymasters and cross-functional teams to deliver excellent service.
This role blends support, sales, and onboarding, leading demos, onboarding calls, and real-time support and troubleshooting across phone, chat, and video. The focus is on providing quality and effective support, solving real problems, and helping practitioners get the most out of Jane. The role requires adapting communication to meet individual customer needs and thriving in a fast-paced, changing environment.
As a Customer Success Manager, you'll be a trusted advisor and advocate for customers, ensuring a seamless onboarding experience, building strong relationships, and fostering long-term partnerships. The role focuses on customer retention and growth, acting as the customer's go-to expert on product functionality and solutions. Key responsibilities include taking responsibility for the entire customer journey, from onboarding to long-term relationship management; owning client retention and expansion; and educating and training customers.