Customer Implementation Manager
New York, NY
Justworks Payroll – Product/CS /
Full Time /
Hybrid
Who We Are
Justworks Labs is focused on exploring new products that complement the Justworks PEO and expand our ability to help all small businesses grow and thrive. We operate in a fast-paced, dynamic environment. We build and adjust direction quickly, all while maintaining the high standards of excellence Justworks customers have come to expect. We work in a collaborative, hybrid office doing 3 in-office days a week.
Who You Are
As we develop our Justworks Payroll product, we are looking for a leader who can acquire and support our customers. As we gain feedback from our users, we’ll look to you for insights on how we should scale our onboarding and support practices. You’re the voice of the customer and own that relationship pre and post product building.
This role requires specialized knowledge of Justworks Payroll’s customer experience and product offerings in order to inform changes to new features, benefits, internal tools, and operations.
What You Will Work On:
- Define and deliver the onboarding and support experience that customers deserve in order to run their business with confidence as their first point of contact
- Have a laser-focus on identifying gaps in the user experience, surfacing the root cause of issues, and collaborating with Product to drive development of our external and internal-facing tools
- Probe customers and prospects that reach out with product questions as a form of user research to better inform product decisions and validate MVPs. Be the voice of the customer and present this info in weekly forums with Product
- Promote and cultivate a culture of collaboration, agile improvement, and customer-obsessed thinking within CX and cross functional teams
- Provide support to customers and employees and build out support resources for the team to scale
- Work with both the CX team and the engineering team to catalog, prioritize, and exterminate bugs prior to launch
- Provide new product training for the support team (and broader organized when necessary)
- Collect, suggest, and evaluate new feature requests for CX teams and work with Product team to prioritize
- Perform other related duties as assigned
Qualifications:
- Systems thinker with a creative mindset
- Excellent problem solving skills and ability to prioritize complex issues
- Proactive, with a can-do attitude with strong interpersonal skills - comfortable working with and building consensus across all functions and levels of the organization
- Adaptable with a positive attitude
- Customer first mentality
- Familiarity with payroll systems is a plus
- 1-3 years experience in product or customer facing role
$75,000 - $82,500 a year
The base wage range for this position based in our New York City Office is targeted at $75,000 to $82,500 per year.
How results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:
Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
Curious - the innate desire to learn, grow and understand.
All Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:
Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”
