Transition Specialist Representative - Jacksonville

About the role

The Transition Specialist Representative leads the Paycom implementation by partnering with Outside Sales Reps, Client Relations Representatives (CRR), Paycom Specialists (PSD), and New Client Setup (NCS) Specialists to ensure a successful implementation. The TSR serves as the primary implementation leader responsible for owning the client implementation experience from kickoff through successful transition to long-term care, ensuring implementation strategy, execution, client adoption, first payroll readiness, and successful implementation outcomes are achieved.

Responsibilities

• Workload & Project Management:
  • Utilize a defined implementation plan for all customers, including the goal of complete system utilization according to the Paycom Strategy through full product adoption, employee usage, automated decisioning, and any other strategy to differentiate Paycom’s offering.
  • Successfully implement newly released products with all clients.
  • Hold clients accountable to deadlines and drive projects to successful and timely completion while achieving position metrics and customer satisfaction.
  • Process standard to complex payrolls under limited supervision and coordinate payroll processing timelines with all clients to ensure payroll is submitted in accordance with Paycom submission deadlines.
  • Hold internal and external partners accountable to project objectives and timelines.
  • Provide technical and functional support to all internal and external parties with a Paycom Project Plan to collect outstanding data for each client and ensure all deadlines are met.
  • Work with clients to map their current process, understand pain points, and identify areas of improvement to maximize efficiencies through the Paycom solution and best practices.
  • Coordinate with clients to collect setup documentation of all applicable HCM products.
  • Ensure all open implementation tasks are completed, client acceptance meeting is successfully conducted, and all handoff requirements are met to indicate the client is trained and prepared to transition to the long-term care teams (PSD/CRR).
  • Own and drive the client implementation experience from kickoff through successful transition to long-term care.
  • Serve as the primary implementation leader and strategic partner for clients throughout the implementation lifecycle.
  • Maintain ownership of the overall client experience throughout implementation, proactively driving communication, momentum, issue resolution, and client confidence.
  • Accountable for implementation success, client adoption, timeline execution, first payroll readiness, and seamless transition to long-term service.
  • Lead and execute implementation configuration, product setup, client training, adoption strategy, and implementation planning activities.
  • Serve as the central point of accountability for implementation execution and coordination across internal and external stakeholders.
• Risk Management:
  • Diagnose, research, and resolve customer concerns and requests.
  • Make independent decisions on problem resolution consistent with Paycom policies and procedures.
  • Submit all sensitive data through appropriate Paycom platforms in accordance with Paycom Security Standards.
  • Proactively anticipate client needs and assess risk.
  • Keep management informed of any significant client problems.
• Training & Mentoring:
  • Utilize the Paycom Project Plan to record setup and trainings for all HCM products per client.
  • Promote the use of Paycom HCM products through training on-site or via web meeting.
  • Ensure all trainings have client acceptance and meet all Paycom standards.
• Change Management:
  • Actively drive the company vision through the utilization of the Paycom solution.
  • Adapt to internal process changes and stay up to date on product developments.
  • Complete Paycom product training to stay abreast of new releases and functionality to advise and direct clients on best practices for platform optimization.
  • Hold internal and external partners accountable to project objectives and timelines.
  • Demonstrate initiative by constantly looking for and recommending ways to improve the TSR role.
  • Guide clients through organizational and operational change associated with implementation, ensuring confidence, engagement, and successful adoption.
  • Drive implementation momentum and proactively identify risks, blockers, and opportunities for improvement throughout the implementation lifecycle.
• Communication & Leadership:
  • Act as the single-threaded owner responsible for driving implementation execution, communication, and alignment across all stakeholders.
  • Lead client conversations with confidence, professionalism, and strategic business acumen.
  • Monitor all communication channels including email and telephone notifications, providing prompt responses.
  • Answer standard to complex questions under limited supervision.
  • Communicate the importance of data validation and first payroll preparation requirements to all clients to ensure perfect first payrolls.
  • Ensure documentation of client processes and account notes are logged timely within Paycom Client Intelligence (PCI).
  • Ensure proper meeting etiquette by paying attention to posture, inflection, courtesy, tone, understandability, and rate of speech.
  • Communicate effectively with clients and colleagues to establish cordial/effective working relationships.
  • Tactfully communicate critical feedback to clients, colleagues, and manager.
  • Assume responsibility for establishing and maintaining effective communication and coordination with Paycom personnel and management.
  • Attend and lead meetings as required (on-site and/or web meeting).
  • Maintain a positive attitude with all Paycom personnel and management.
  • Adhere to all policies of Paycom including those outlined in the Paycom Employee Handbook.
  • Communicate agendas and recaps for all meetings and trainings.
• Travel:
  • Up to 100% travel – may include overnight on all avenues of transportation (plane, train, and/or automobile).
  • Required to attend in-person New Hire, Regional, and Department training.