Serve as the primary contact for payroll clients after go-live, coordinating implementations, collecting documentation, supporting payroll cycles, troubleshooting, and resolving service cases. Lead client training, create self-service materials, promote adoption of payroll and timekeeping capabilities, and coordinate process improvements. The role requires multi-state payroll experience, strong Excel skills, client communication, attention to detail, and the ability to balance service, implementation, and training responsibilities.
Payroll Client Success Specialist
Reports to: Director, Payroll Services
Summary…
We are seeking a Payroll Client Success Specialist to serve as the primary point of contact for JULY's payroll services clients once live, while also coordinating new client implementations — gathering forms/documentation on the front end and leading client training from the first live payroll on the back end. This role is being built ahead of current need, anticipating growth and business continuity: it adds redundancy in client servicing today, and lays the groundwork for a client base that increasingly self-serves in the system rather than relying on JULY for clerical, on-behalf-of work.
The Gig…
Client Services (Ongoing)
- Primary day-to-day contact for a dedicated book of live payroll services clients.
- Support ongoing payroll cycles as needed — off-cycle runs, corrections, adjustments, new hire entry — with first-tier system troubleshooting.
- Own resolution of client questions/support cases; escalate true second-tier issues to Implementation.
- Build client relationships that drive satisfaction and retention.
- Proactively spot opportunities for existing clients — especially larger/complex accounts — to adopt more PrismHCM capabilities (new hire onboarding, timekeeping integrations, reporting automation, etc.) that cut manual work and boost self-sufficiency.
- Back up the other client service rep's book (and vice versa), and support the wider client services team on clerical tasks across the portfolio during peak periods or absences — reducing single-point-of-failure risk.
- Revisit a client's timekeeping/data intake method as needs evolve (e.g., hand entry → integrated timekeeping) and coordinate the transition.
- Support coordination of annual form printing/shipping (W-2s, 1099s, etc.) for the client book.
Implementation Coordination (Front End)
- Own client-facing onboarding coordination: requesting, tracking, and reviewing required forms/documentation for completeness and accuracy ahead of go-live.
- Serve as the client's scheduling/administrative point of contact through implementation, partnering with the Sr. Implementation Specialist, who owns system build/configuration and validates the first payroll for accuracy.
- Consult with clients on the best way to get time/attendance data into payroll — hand entry, third-party import (potentially GenAI-assisted), or integrated timekeeping.
- Proactively follow up on outstanding items to keep implementations on schedule.
Client Training & Self-Service Enablement (Back End)
- Lead client training starting with the first live payroll, walking the client through running the system while Implementation owns build/configuration and processing accuracy. (Exception: for complex clients, the Sr. Implementation Specialist may lead training directly.)
- Stay on as the client's ongoing contact after training, so they get one continuous relationship from first payroll through service.
- Build/maintain a library of how-to guides, quick reference sheets, and short recorded trainings for common client-side tasks.
- Coach clients toward handling routine system tasks themselves, steadily reducing the clerical work JULY does on their behalf.
- Recognize when a client's manual process (e.g., hand-entering hours across many cost centers/pay types) needs a better tool: hand the build to Implementation, pilot it for a payroll or two to work out kinks, then turn it over to the client.
Our Needs…
- 2+ years multi-state payroll processing experience; PrismHCM or similar platform preferred
- Comfortable presenting/training clients, not just fielding support requests
- Strong MS Excel skills
- Strong attention to detail and sense of urgency
- Professional, concise communicator who can translate technical steps into plain language
- Manages a shifting mix of service, implementation, and training work with minimal oversight
- Team player, positive and flexible attitude, willing to do any size task
Our Wants…
- Bachelor's degree or equivalent experience
- CPP, or actively working toward one, a plus
- Experience with client onboarding/implementation coordination
- Experience building training materials or documentation
- Scalability Mindset, Tech-Forward, Service-Obsessed
Our Values…
- Champion a Winning Culture
- Commit to Excellence
- Deliver WOW Experiences
- Foster Strong Relationships
- Have a Servant's Heart
- Drive Change and Innovation
We know that if we live our values, we will serve our mission of transforming small business retirement plans through innovation, expertise, and service and achieve our vision of enriching lives by shaping the future of retirement.
Our Benefits…
- 401(k) Plan with fully vested 5% employer match
- Company pays 100% of employee health insurance
- Generous Paid Time Off
- Ability to work remotely
About JULY…
JULY is a rapidly growing retirement plan services firm specializing in small to mid-sized 401(k) plans. We also offer payroll services as part of our integrated approach to helping small businesses simplify and streamline their back office. Our vision is to deliver a seamless, technology-enabled experience across retirement, payroll, and related services — and we're investing in talent and tools to make that a reality.
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