Implementation Specialist (US Client)

Location: Remote – South Africa
Working Hours: 3:00 PM – 12:00 AM SA Time (aligned to US business hours)
Industry: Payroll / HR / SaaS Services
Employment Type: Full-Time

About the Role

Our US-based client is seeking a highly professional and client-focused Implementation Specialist to join their growing team. This role is the first point of contact for new clients and is responsible for delivering a seamless onboarding experience for payroll, HR, and timekeeping services.

The ideal candidate is organized, proactive, and confident engaging with executive-level stakeholders. You will play a critical role in ensuring successful client implementations while building strong relationships and identifying opportunities to enhance the client experience.

Key Responsibilities

• Guide clients through the payroll and HR setup process from start to finish
• Deliver a smooth, high-touch onboarding experience that builds trust and confidence
• Communicate with clients via phone and email to collect, verify, and validate information
• Manage multiple client onboarding projects simultaneously while meeting strict deadlines
• Conduct discovery calls to understand client needs and recommend additional services
• Configure payroll, HR, and timekeeping systems in compliance with payroll policies, tax regulations, and withholding requirements
• Train clients and support initial payroll, HR, and timekeeping runs
• Confidently engage with executive-level stakeholders and manage complex client situations
• Identify upselling opportunities and assist with add-on service setup
• Ensure smooth handover of clients to payroll and support teams
• Maintain accurate documentation and onboarding records throughout the implementation process

Requirements

• 2–5 years of experience in payroll onboarding, implementation, or client onboarding
• Excellent verbal and written communication skills
• Strong customer service and relationship-building abilities
• Ability to handle sensitive and confidential information professionally
• Proven ability to manage multiple projects and priorities simultaneously
• Highly organized with strong attention to detail and accuracy
• Proactive, solution-oriented, and able to work independently
• Comfortable working in a fast-paced, client-facing environment
• Knowledge of payroll processes, labor laws, deductions, and withholding regulations is highly advantageous
• Experience working with HR, payroll, or timekeeping systems is preferred

Preferred Skills

• Strong project management and coordination abilities
• Ability to work with executive-level clients and stakeholders
• Tech-savvy with the ability to learn new systems quickly
• Experience in US payroll environments will be highly beneficial

What Success Looks Like

• Delivering exceptional onboarding experiences for new clients
• Managing implementations efficiently and accurately
• Building strong client relationships from day one
• Supporting long-term client success and retention
• Identifying opportunities to improve services and client satisfaction

Working Hours

This role follows US business hours and requires availability from:
3:00 PM – 12:00 AM South African Time (subject to daylight savings adjustments).