Customer Implementation Manager

Who You AreAs 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.