Implementation Consultant
Job Responsibilities
A key member of our New Client Implementation Team, partnering with internal team members to ensure that all aspects of the implementation process run smoothly for new Questco clients. This role consults and guides the client through the implementation process, gathering the documentation needed to accurately complete implementation in the required timelines, helping to ensure the client has exceptional initial experience. This position sets the tone of what the client will come to expect from Questco; the Implementation Consultant must have great customer service skills, be able to build strong relationships and be able to manage the project and align the teams, proactively. This is a position with high visibility across the organization and is a key role in the new client experience.
Specific Job Expectations include
• Responsible for consulting & guiding assigned new clients through the implementation process to Questco, ensuring that all the clients’ needs are met
• Review new client contracts and sales documents to determine services to be implemented
• Consult with client on needs and gather necessary documents to ensure a timely setup
• Proactively create and drive project timelines and deliverables, and successfully hold customer and internal teams accountable to timelines and applicable deliverables
• Attend and lead onsite and/or virtual meetings and distribute communication to appropriate team members through ClientSpace
• Track the progress and quality of cross-functional work by conducting review sessions with customers during implementation process
• Effectively and accurately communicate relevant implementation information to the client and internal team members
• Review client setup and audit client data to ensure accuracy
• Responsible for maintaining a good service relationship with clients, and assist with managing issues to help ensure resolution
• Establish and maintain a positive working relationship with clients and team members to promote a quality service image and environment
• Work closely with other departments to ensure completion of all client projects, ensure efficient and smooth handoffs occur, and that client disruptions reduced
• Partner with all internal departments to ensure the clients’ needs are met and to help improve client retention
• Complete with excellence all other duties as assigned
Questco Expectations
• Maintain a professional and respectful approach with clients and teammates
• Accuracy of work and punctual per any assigned schedule
• Timely completion of all administrative duties for timesheets and expense reports, as applicable
• Partners with all internal departments to help improve client retention
• Fosters an inclusive environment and collaborative approach with teammates
• Always act with integrity, abide by our Code of Ethics, Core Values and employee handbook
Required Qualifications
• A minimum of 3 years of experience supporting delivery of development projects, client service, implementation, or similar experience
• 3 years of experience in payroll or HR with a good understanding of the FLSA (Fair Labor Standards Act) and experience with multi‐state payrolls strongly preferred
• 3+ years’ experience in a client support role with strong administrative, troubleshooting and customer service skills
• Bachelor's degree or equivalent professional experience
• Exceptional communication skills including verbal, written, and presentation skills
• Proven ability to work effectively both independently and in a team-based environment
• Demonstrated willingness to be flexible and adaptable to changing priorities
• Desire to proactively anticipate/solve problems, provide excellent customer service, and professionally juggle tasks in a fast-paced environment
• Proven ability to manage multiple ongoing projects with strong organizational skills
• PEO experience strongly preferred
• CPP Certification preferred
• Experience with PrismHR and ClientSpace preferred
Required Skills
• Proficient with MS Office suite and passion for driving efficiencies through technology
• Strong interpersonal communication skills, ability to handle sensitive client situations gracefully
• Strong verbal and written communication skills with excellent follow-up capabilities
• Must be able to maintain the highest level of confidentiality with the ability to handle sensitive material concerning the organization and its clients
Physical Requirements, Language Skills:
• Must be able to work flexible schedules when needed to support business needs
• Frequent viewing of computer terminal with wrist/finger movement to operate a computer keyboard and mouse
• Requires sitting or standing for long periods of time
• Must be able to lift and carry up to 25 lbs periodically
• Bend, reach, pull, stoop, and push are all elements of physical activity for this position
• Fluency in English – speak, read and write
Travel:
• Up to 10% of work may include travel
• Ability to drive long and short distances throughout the day to various client locations