Payroll Onboarding Consultant
Employment Hero, New Zealand

At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.

There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match!

We're a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide.

This is an exciting time to join the team and be part of transformative change in the way we help customers onboard and adopt our platform. Our Onboarding Team within Customer Care is responsible for onboarding our direct customers across our low-mid market segments into the Employment Hero platform. We are looking for an experienced Payroll Onboarding Consultant to support further growth in the team and the New Zealand region.

This team works with small to medium businesses and work within our guided onboarding process to assist our customers to onboard Employment Hero smoothly, providing guidance and support to our customers to configure, learn and optimise the platform and our products functionality. As our Payroll Onboarding Consultant, you will be at the centre of our Payroll customers journey during onboarding, working with the broader team to deliver the required outcomes for our customers. Within the team, your focus will be predominantly on working with our customers around complex system functionality and using your technical knowledge, guiding and educating them on how to configure their platforms for best practice and operationalising within their business.

From supporting customers with their platform configuration, to using your payroll and employment knowledge, to rounding out and guiding them through how they can maximise our product suite for their organisation; this role is at the core of supporting product adoption and velocity to value.

Experience in a fast paced or start up environment and previous experience in onboarding of SaaS products are a must, along with experience working via omnichannel, webinars, booking tools. Experience with Salesforce, ZenDesk and project management exposure will be highly regarded.

You must have a working knowledge of New Zealand employment and payroll legislation and an understanding of/or exposure to payroll processing. This will be crucial to connecting the dots with our products, workflows and complexities of customer journey and experience when onboarding. Making informed decisions based on your knowledge whilst keeping the customer experience at the forefront of your decision-making.

Reporting to an Onboarding Team Lead, this role is both exciting and challenging. Our platform and our business are constantly changing. To be successful, you will need to communicate effectively, collaborate with stakeholders, prioritise tasks, and drive outcomes. Day-to-day you'll work with our customers to ensure they have the knowledge and skills they need to proficiently operate and administer our software. You’ll have exposure to change management and stakeholder engagement, and work with our customers who are not always the experts in Employment and Payroll legislative requirements.

Customer Delivery

• Work across CRMs, screen share/virtual meeting platforms, email and inbound/outbound calls as required to support proactive and reactive customer work.
• Undertake required admin to support project management of customer onboarding journeys via CRMs and other tools and systems as needed in line with SOP.
• Responding to and resolving incoming reactive customer queries, predominantly of a complex nature.
• Working with vertical teams to respond to and solve customer enquiries in a timely manner.
• Testing and using the platform to identify user error/system logic and related root causes in order to validate platform knowledge to move through resolutions of cases.
• Collaborate with vertical teams such as Product and Sales to move through BAU processes and escalate effectively to Onboarding Team Leads where appropriate.
• From project management activities, use identified opportunities around customers Onboarding Journeys to proactively support as required.
• Deliver and participate in live training webinars.
• With the Payroll platform as the primary focus, be proactive in developing capability to navigate and expertise in our HR platform to support our customers seamlessly in using our products integrated.
• Provide technical ass

Job Rewards and Benefits