(This came to me from David Noe at Payroll Partners - Steve)

Position Description

The HR & Benefits Project Manager plays a crucial role in delivering exceptional service and support for clients utilizing our HR and Benefits modules. This position is responsible for both managing ongoing client relationships and leading new client implementations, ensuring a seamless experience from onboarding through long-term system optimization.

In this role, you will act as the primary point of contact with clients, providing strategic guidance, troubleshooting technical concerns, and assisting with HR and Benefits-related projects within our range of services. After implementation, you will continue to support clients by proactively assessing their evolving needs, advising them on best practices, and ensuring they maximize the value of their HR technology solutions.

Key Responsibilities:

• Managing ongoing client relationships and serving as a trusted advisor for HR and Benefits system enhancements, compliance needs, and process improvements.
• Leading new client implementations, including requirements gathering, project planning, system configuration, training, and go-live support.
• Supporting clients with post-implementation projects, such as benefit renewals, system upgrades, workflow optimizations, and compliance-related updates.
• Providing timely and effective troubleshooting for system-related issues and ensuring seamless functionality of HR modules.
• Proactively engaging with clients to assess their needs and recommend additional services or system enhancements to improve their HR operations.
• Collaborating with internal teams, including sales and customer support, to ensure consistent and high-quality client experience.

This position requires a client-focused mindset, strong project management skills, and a deep understanding of HR and Benefits technology solutions. The Implementation & Client Support Project Manager is instrumental in ensuring long-term client satisfaction, retention, and success by delivering proactive solutions and ongoing support tailored to each client’s unique needs.

Primary Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill, and/or ability required.  Other duties may be assigned. 

• Client Consultation & Requirements Gathering – Conduct scheduled meetings to assess client needs and desired technology outcomes.
• Project Planning & Risk Management – Develop project plans with milestones, risk assessments, and proactive issue resolution.
• Project Coordination & Communication – Lead regular project meetings, providing constructive feedback on risks, accomplishments, and next steps.
• Best Practice Recommendations – Offer expert insights and best practice guidance to new clients for HR and Benefits module implementation.
• Client Onboarding Support – Provide professional, hands-on support throughout the full client onboarding lifecycle.
• System Configuration & Customization – Utilize client specifications to accurately collect and configure system modules for optimal performance.
• Troubleshooting & Technical Support – Diagnose and resolve client concerns, ensuring HR technology is tailored to meet their needs.
• Client Engagement & Retention – Maintain ongoing relationships with HR clients, ensuring product adoption and continued satisfaction.
• Compliance & HR Guidance – Advise clients on the proper use of technology to align with HR compliance and workflow needs.
• Ongoing Client Education – Stay informed on DOL, OSHA, and other federal/state regulations to educate clients on relevant changes.
• Training & Knowledge Sharing – Conduct training sessions to enhance client understanding and utilization of HR and Benefits systems.
• Transition to Ongoing Support – Ensure a seamless transition for new clients to ongoing support through a warm handoff and backup assistance.
• Sales & Retention Support – Assist Sales with prospect meetings, demos, and client retention efforts through calls, visits, and follow-ups.
• Process Improvement & Documentation – Contribute to the development of standard implementation documents and best practices.
• Team Collaboration & Service Excellence – Foster strong relationships with clients, agencies, and coworkers to promote a high-quality service experience.

Key Skills & Abilities:

To excel as an Implementation & Client Support Project Manager, candidates should possess a mix of technical expertise, HR/benefits knowledge, project management skills, and strong client relationship abilities.

Technical & Industry-Specific Skills:

• HR & Benefits Knowledge – Strong understanding of HR processes, benefits administration (ACA, COBRA, FMLA), payroll, and compliance regulations.
• HRIS & Payroll Technology Proficiency – Experience working with HR software, payroll systems, or benefits platforms; ability to configure and troubleshoot solutions.
• Project Management – Ability to manage multiple client projects, set milestones, assess risks, and drive implementations to completion.
• Data Analysis & Problem-Solving – Capability to assess client workflows, identify inefficiencies, and recommend solutions that align with business needs.
• Process Optimization – Knowledge of best practices to help clients streamline HR and benefits processes for better efficiency.

Communication & Client-Facing Skills:

• Client Relationship Management – Ability to build and maintain long-term client relationships while delivering high-quality service
• Consultative Approach – Skilled at understanding client needs, providing recommendations, and guiding them to the best solutions.
• Training & Coaching – Ability to train clients and internal teams on HR technology and best practices.
• Clear & Professional Communication – Strong written and verbal communication skills to explain complex HR and technical concepts in an easy-to-understand way.
• Active Listening & Adaptability – Understanding client concerns and adjusting solutions to meet their unique needs.

Organizational & Leadership Abilities:

• Time Management & Prioritization – Ability to balance multiple projects and client requests while meeting deadlines.
• Attention to Detail – Ensuring accuracy in system configurations, compliance requirements, and client documentation.
• Collaboration & Teamwork – Works well with internal departments (payroll, benefits, IT, sales) to deliver a seamless client experience.
• Change Management & Flexibility – Adapting to evolving client needs, industry changes, and software updates.
• Conflict Resolution – Ability to navigate challenging client situations and resolve issues effectively.

Background & Experience

To be successful as an Implementation & Client Support Project Manager, candidates should have a combination of HR, benefits administration, payroll technology, and client service experience, along with strong project management and problem-solving skills.

Recommended Qualifications:

Education & Certifications:

• Bachelor’s degree in human resources, Business Administration, Information Systems, or a related field (or equivalent work experience).
• HR or Benefits-related certifications (e.g., SHRM-CP, PHR, CEBS) are a plus.
• Project Management certification (PMP, CAPM) is beneficial but not required.

Experience & Skills:

• 5+ years of experience in HRIS implementation, benefits administration, payroll systems, or HR technology support.
• Experience working in a client-facing role, such as customer success, HR consulting, or account management.
• Strong understanding of HR processes, benefits administration, compliance regulations (ACA, FMLA, COBRA), and payroll tax laws.
• Proven project management experience, including handling multiple client projects simultaneously.
• Ability to analyze client needs, customize technology solutions, and guide clients through system optimization.
• Proficiency in HR and payroll software platforms, with the ability to troubleshoot technical issues and configure systems.
• Strong communication skills to explain complex HR concepts and technical solutions in a client-friendly manner.
• High attention to detail and problem-solving mindset to address client concerns effectively.
• Ability to train clients in HR technology solutions, ensuring adoption and ease of use.

Preferred Industry Experience:

• HR technology providers, payroll service companies, benefits administration firms, or HR consulting firms.
• Experience supporting mid-sized to large organizations with HR technology and benefits solutions.

If you're interested in being considered for this role, please apply on our site at:

https://secure8.saashr.com/ta/prpartners.careers?CareersSearch=&lang=en-US