Head of Customer Implementations, ANZ (12 month contract)

Who we are Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. The EH Way At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

• We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
• We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
• We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
• We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
• We Live by Our Values - we role model our values 100% of the time
• We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role As the Head of Customer Implementations in ANZ, you will lead the teams (inhouse and partners) responsible for implementing customers onto the Employment Hero platform, ensuring a seamless experience across a diverse range of customer types. Your key focus areas will be:

• Accountability for ensuring that our customers are seamlessly handed over from Sales and implemented efficiently and successfully.
• Providing a great customer experience which depends on the complexity of their needs, you will continually improve processes to provide an efficient delivery process and incorporate AI-driven solutions to streamline workflows.
• Ensuring that our customers see immediate value from our product while optimising the use of resources within the team.

As our Head of Implementations, you’ll be responsible for Team Leadership and Management

• Lead, coach, and mentor the implementations, payroll enablement and platform solutions teams to maintain a high level of motivation, productivity, and professionalism.
• Set clear performance expectations, conduct regular performance evaluations, and provide ongoing feedback to team members.
• Foster a collaborative and positive team culture that prioritises customer-centric values.
• Foster continuous learning to keep the team updated with product updates and industry best practices.

Customer Journey Mapping

• Ability to define and refine the customer’s journey by segment, with a focus to ensure that customers have a smooth, cohesive experience from contract signing to full adoption of the required features.

Process Improvements

• Ability to apply Lean process improvement principles to continuously evaluate and optimise implementation workflows to enhance efficiency, reduce time to first value (TTFV), and improve the overall customer experience.
• Implement scalable processes to handle increased customer volume while maintaining high service standards.
• Identify areas for automation to eliminate manual process and utilise AI tools and automation to optimise delivery and improve speed, accuracy and customer experience.

Platform Solutions Leadership

• Oversee a team responsible for ensuring prospects are set up for success during the implementation of the Employment Hero platform. This involves overseeing the delivery of tailored solutions, guiding customers through complex configurations, and ensuring smooth transitions from sales to implementation.

Payroll Awards Management

• Ensure that payroll awards and compliance data are accurately set up during the implementation process.
• Work with teams to keep award information up-to-date, and guide customers in understanding how to maintain compliance with regulatory changes.

Cross-functional Collaboration

• Collaborate closely with the rest of the CX team as well as Sales to ensure seamless handoffs and communication throughout the implementation process.
• Provide feedback from customers to product teams to enhance features and improve usability.

Customer Training & Education

• Contribute to the development and delivery of training materials and sessions, ensuring customers are well-equipped to use the platform effectively.
• Ensure training is tailored to different customer needs and levels of complexity.

Customer Success Integration

• Work with the Customer Success team to ensure that customers are transitioned smoothly after the implementation process, providing them with the support they need for continued success on the platform.

Data Driven Insights

• Analyse implementation performance metrics, customer feedback, and usage data to identify areas for improvement. Develop and track KPIs to measure the success of initiatives and drive continuous improvement.

Escalation Management

• Ensure timely resolution of any implementation issues or challenges, working closely with Sales, the Senior Leadership team and Product teams to address customer needs.

Who you are To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring:

• Degree in a relevant field; e.g. business, engineering, computer science.
• 8+ years in roles related to implementation, customer success, program management, or operations.
• 8+ years in a leadership of management role, overseeing teams responsible for project delivery, customer onboarding, or similar functions.
• Experience in a management consultancy desired.
• Proven track record of managing large-scale or complex implementation projects, preferably in SaaS.
• Proven track record of driving process improvement best practices and driving continuous improvement.
• Proven track record of implementing change initiatives.
• Excellent leadership and team management skills, with the ability to motivate and guide a diverse team.
• Application of Lean process improvement experience.
• Strong customer-centric mindset with a passion for delivering outstanding customer experiences.
• Analytical and data-driven approach to decision-making and problem-solving.
• Exceptional communication and interpersonal skills, with the ability to empathise with customers and resolve issues effectively.
• Ability to collaborate effectively with cross-functional teams and senior stakeholders.
• Strategic Planning and execution.
• Familiarity with CRM systems, project management tools.
• Ability to build strong relationships with customers.
• Excellent problem-solving and decision-making abilities.
• Outstanding communication and interpersonal skills to build rapport and trust with customers and internal stakeholders.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

What we can offer At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means:

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that includes: a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/ Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.