HCM Representatives lead the implementation process for 40-60 Paycom customers concurrently. The customers will include any clients needing any HCM product setup and trained. They own and manage the implementation process from data collection, product setup, to training the client on the product. The representative will help troubleshoot issues within the system as well as train the client to be able to effectively use the product going forward. The process includes project managing the whole process and training each client to ensure employee and client usage. A successful product implementation drives all future success with the customer including: usage, retention and future product sales and is the single biggest driver of ongoing customer satisfaction.
Successfully complete the 6-week training program and be prepared to manage 7-10 smaller client implementation projects immediately following the training. Learn Paycom technology quickly and how to train others in each application. Actively seeks guidance on how to improve and apply new knowledge regularly.
Create a project plan and involve all necessary internal parties involved. Identify all needs for the client and ensure all internal parties are aware of the schedule set to accomplish all tasks . Set the schedule and get customer support to meet all key milestones and dates in the project plan. Set proper expectations and communicate all items including but not limited to: involving data collection, key milestone dates, and required training dates. Hold all stakeholders accountable to the project plan.
Complete timely and accurate data collection within 15 days from assignment . Identify all data requirements, key data holders, and manage the process for setting up the date accurately and timely. Confirm data for high-level accuracy following Paycom security standards.
Develop and deliver a training plan for each assigned customer. All product(s) must be setup and training complete within 30 days of being assigned. This includes- usage targets met and the customer is fully transitioned to the Paycom Services Department for ongoing support. Training can be delivered in person, go-to-meeting, Learning Management System, in group settings or one-on-one.
Develop a relationship of trust and respect with the internal team. Ensure that TSR/CRR and specialist personnel are fully informed of the status and challenges toward full implementation through the utilization of weekly meetings, emails and phone. Follow up and be assertive with Paycom resources to ensure on time completion.
Efficiently manages time, priorities, schedules and resources while managing 15 clients six weeks following training. Prepare and communicate an agenda and objectives for every client meeting followed by a progress recap to internal and external stakeholders. Plan client meetings efficiently through appropriate communication methods. Continuously learn Paycom product updates, new instruction methods for training, and industry leading implementation techniques while sharing that knowledge freely with all stakeholders.
Strong customer service skills. Ensure client is effectively communicated with so they are bought into the project as well as ensuring all needs are met.
Strong HCM Representatives will consistently meet the following key metrics:
Data collection within 15 days assignment
90% employee usage created within one month from assignment
90% or higher on customer service call grading
100% on time implement project delivery
Ensure all deadlines are met for each client
Successfully complete all milestones within 30 days of contact.
Clients who have decided to implement additional products that were not implemented when they first purchased the Paycom product are assigned to the HCM Representative
The HCM Representative is responsible for the collection of information for any HCM product by working closely with the client and/or internal implementation teams.
Set up the additional products
Work through validation of the setup with each client.
Train the client on how to use the products effectively and in a way that maximizes client and employee usage.
Ensure the clients have a positive experience through the implementation process and have the information and training they need to make their organizations use of the product(s) successful
Bachelors degree preferred
5 years of experience work experience required if non-degreed
Professional appearance and demeanor
Demonstrates proficiency with computers, specifically in Excel, web conferencing, and internet search techniques
Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department.
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