Description

The HCM / Integration Account Managers will implement speciality services/integrations for new and existing clients, as well as provide ongoing support for complex escalations. The position will take a holistic approach to onboarding new products for Heartland clients and will partner with Client Services, Implementation, the Sales Team, and external vendors to provide a smooth transition to Heartland.

What will you be doing?

• Complete implementation of new products/integrations for our clients

• Conduct client trainings and demos

• Partner closely with SPA’s, HCM Support, Implementation Specialists, and vendors to ensure a smooth onboarding process

• Adhere to service level agreements for setup timeframes

• Handle complex client escalations

• Provide training to front line employees when necessary to better support our clients

• Provide training to clients on product/integration features when deemed necessary

• Becoming client facing when deemed necessary

• Utilize formal ticketing system to complete work and providing required updates to properly service and follow-up with clients

• Attend ongoing trainings as assigned by department management

• Meet productivity expectations as outline by management

• Stay abreast of Heartland system enhancements and product releases

• Other duties as assigned

What are the requirements?

• Knowledge level of all specialty product/integrations; ability to triage/implement multiple products

• Basic knowledge of the Heartland payroll system

• Adhering to Global Payments data security policies

• Ability to work independently with excellent time management skills

• Troubleshooting and problem solving skills

• Customer service oriented

• Excellent communication skills (phone and written)

• Detail oriented with strong organizational skills

• Ability to multitask

• Working knowledge of basic office technology, including G-Suite tools

• Bachelor’s Degree or equivalent work experience (1-2 years payroll, implementation, or product related experience)