Justworks
Customer Implementation Manager
Justworks, New York, New York, us, 10261
Customer Implementation Manager at Justworks (View all jobs)
New York, New York
Who We Are
At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.
We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.
We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.
Our Values (https://www.justworks.com/careers#values)
If this sounds like you, you’ll fit right in.
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
The base wage range for this position based in our New York City Office is targeted at $75,000 to $82,500 per year.
Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.
For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks (https://www.justworks.com/careers#total-reward-philosophy) .
Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.
We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.
Our DEIB Report and Our DEI Commitment (https://justworks.com/blog/black-lives-matter-90-days-later)
New York, New York
Who We Are
At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.
We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.
We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.
Our Values (https://www.justworks.com/careers#values)
If this sounds like you, you’ll fit right in.
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
The base wage range for this position based in our New York City Office is targeted at $75,000 to $82,500 per year.
Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.
For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks (https://www.justworks.com/careers#total-reward-philosophy) .
Diversity At Justworks
Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.
We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.
Our DEIB Report and Our DEI Commitment (https://justworks.com/blog/black-lives-matter-90-days-later)