The Transition Specialist Representative leads the Paycom implementation by partnering with Outside Sales Reps, Client Relations Representatives (CRR), Paycom Specialists (PSD), and New Client Setup (NCS) Specialists to ensure a successful implementation by guiding our clients to 100% usage and adoption of the Paycom solution. The TSR serves as the primary implementation leader responsible for owning the client implementation experience from kickoff through successful transition to long-term care, ensuring implementation strategy, execution, client adoption, first payroll readiness, and successful implementation outcomes are achieved.
RESPONSIBILITIES
Workload & Project Management:
Utilize a defined implementation plan for all customers, including the goal of complete system utilization according to the Paycom Strategy through full product adoption, employe usage, automated decisioning and any other strategy put forth to differentiate Paycom’s offering in the marketplace.
Successfully implements newly released products with all clients.
Holds clients accountable to deadlines and drives projects to a successful and timely completion while achieving position metrics and customer satisfaction.
Processes standard to complex payrolls under limited supervision & coordinates payroll processing timelines with all clients to ensure payroll is submitted in accordance to Paycom submission deadlines
Holds internal and external partners accountable to project objectives and timelines
Provides technical and functional support to all internal and external parties with a Paycom Project Plan to collect outstanding data for each client(s) and ensure all deadlines are met
Works with client(s) to map their current process, understand client pain points and identify areas of improvement to maximize efficiencies through use of the Paycom solution and best practices
Coordinates with client(s) to collect setup documentation of all applicable HCM products
Ensures all open implementation tasks are completed, client(s) acceptance meeting is successfully conducted, and all handoff requirements are met per the process to indicate that the client is trained and prepared to transition to the long-term care teams (PSD/CRR)
Own and drive the client implementation experience from kickoff through successful transition to long-term care.
Serve as the primary implementation leader and strategic partner for clients throughout the implementation lifecycle.
Maintain ownership of the overall client experience throughout implementation, proactively driving communication, momentum, issue resolution, and client confidence.
Accountable for implementation success, client adoption, timeline execution, first payroll readiness, and seamless transition to long-term service.
Lead and execute implementation configuration, product setup, client training, adoption strategy, and implementation planning activities.
Serve as the central point of accountability for implementation execution and coordination across internal and external stakeholders.
Risk Management
Diagnoses, researches and resolves customer concerns and requests
Makes independent decisions on problem resolution that are consistent with Paycom policies and procedures
Submits all sensitive data through appropriate Paycom platforms in accordance with Paycom Security Standards
Proactively anticipates client(s) needs and assesses risk
Keeps management informed of any significant client problems
Training & Mentoring:
Utilizes the Paycom Project Plan to record setup and trainings for all HCM products per client(s)
Promotes the use of Paycom HCM products through training on site or via web meeting
Ensures all trainings have client acceptance and meet all Paycom standards
Change Management
Actively drives the company vision through the utilization of the Paycom solution
Easily adapts to internal process changes and stays up to date on product developments
Completes Paycom product training to stay abreast of new releases and functionality in order to successfully advise and direct clients on best practices to platform optimization
Holds internal and external partners accountable to project objectives and timelines
Demonstrates initiative by constantly looking for and recommending ways to improve the TSR role
Guide clients through organizational and operational change associated with implementation, ensuring confidence, engagement, and successful adoption
Drive implementation momentum and proactively identify risks, blockers, and opportunities for improvement throughout the implementation lifecycle.
Communication & Leadership:
Acts as the single-threaded owner responsible for driving implementation execution, communication, and alignment across all stakeholders.
Leads client conversations with confidence, professionalism, and strategic business acumen.
Monitors all communication channels including but not limited to e-mail and telephone notifications providing prompt responses
Answers standard to complex questions under limited supervision
Communicates the importance of data validation and first payroll preparation requirements to all clients to ensure perfect first payrolls
Ensures documentation of client processes and account notes are logged timely within Paycom Client Intelligence (PCI)
Ensures proper meeting etiquette by paying attention to the correct posture, inflection, courtesy, tone, understandability and rate of speech
Communicates effectively with clients and colleagues to establish cordial/effective working relationships
Tactfully communicates critical feedback to clients, colleagues and manager
Assumes responsibility for establishing and maintaining effective communication and coordination with Paycom personnel and management
Attends and leads meetings as required (on site and/or web meeting)
Maintains a positive attitude with all Paycom personnel and management
Adheres to all policies of Paycom including those outlined in the Paycom Employee Handbook
Communicates agendas and recaps for all meetings and trainings
Travel:
Up to 100% travel – may include overnight on all avenues of transportation (plane, train and/or automobile)
Required to attend in person New Hire, Regional and Department training
Education/Certification:
Experience:
PREFERRED QUALIFICATIONS
Education/Certification:
Certifications such as Six Sigma (White Belt, Green Belt), CAPM, CSM, PMP, MBA or comparable program
Skills/Abilities:
Ability to work as part of a cross-functional team
Ability to perform job duties with moderate supervision
Oral and written communication skills
Public speaking/presentation skills with both small and large formats (50+ attendees)
Ability to build trust and collaborative relationships
Consistently and effectively executes client meetings with business acumen
Intermediate knowledge of the industry, product and processes
Intermediate computer skills in Excel, MS Office Suite, Outlook and Web-based Platforms
Detail oriented and consistently delivers high quality results
Intermediate project management and planning skills
Interpersonal skills
Maintains professional appearance and calm demeanor
Ability to prioritize objectives
Excellent time management skills
Intermediate problem solving and conflict resolution skills
Organizational skills
Takes initiative to learn about a variety of client industries and expands knowledge base
Able to operate in de-escalation and key decision-making scenarios with guidance from direct supervisor
Takes initiative to seek personal and professional development opportunities
Competencies:
Strategy, Change Management, Continuous Improvement, Risk Management, Influence, Training & Mentoring, Business Acumen, Communication, Problem Solving, Workload & Project Management, Technology Competence
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands and fingers to handle, type, or feel; reach with hands and arms; and talk or hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
WORK ENVIRONMENT AND ENVIRONMENTAL CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
No hazardous or significantly unpleasant conditions. (Such as in a typical office). The noise level in the work environment is usually moderate.
