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Employment Hero is a global HR and payroll operating system serving over 350,000 SMEs across six countries. The company brings hiring, HR, payroll, and benefits into a unified platform and operates with a remote-first, AI-first culture.
As an Implementation Associate, you will be the primary point of contact for client onboarding, managing a rotating pipeline of approximately 30 clients simultaneously. You will assess clients' HR and payroll requirements, configure the Employment Hero platform to meet their needs, and guide them through successful setup and adoption.
Key responsibilities include:
- Facilitate and schedule training sessions, create work-back schedules, and provide ongoing consultation during client onboarding
- Troubleshoot implementation issues and ensure clients can effectively use the platform
- Collaborate cross-functionally with Support, Client Success, Payroll Services, Technical Support, Product, Risk & Compliance, and Finance teams
- Work with Sales and partnership teams to align on SLAs and identify opportunities for expanded product adoption
- Maintain awareness of Canadian payroll regulations and compliance requirements
- Track implementation progress through weekly 1:1s with your manager and generate monthly reports on progress, client feedback, and risks
- Assist with KYC/KYB compliance processes during onboarding
- Identify process optimization opportunities and collaborate with internal teams to improve efficiency and time-to-value
- Address client concerns promptly and gather feedback to inform product improvements
- Ensure smooth handoff to Support and Client Success teams upon completion
You will report to the Team Lead, Implementation, and work in a remote-first environment with a preference for asynchronous communication.
Requirements:
- 2–3 years of experience in SaaS implementation or project management, with proven ability to manage multiple client engagements simultaneously
- At least 1 year of hands-on payroll experience with solid understanding of Canadian payroll legislation and compliance requirements
- Exceptional organizational and project management skills
- Analytical mindset with ability to generate reports, track metrics, and analyze pipeline performance
- Excellent interpersonal and communication skills to build trust with clients and internal teams
- Proactive, solution-oriented mindset with passion for delivering outstanding client experience
- Tech savvy with ability to learn new systems
- Experience in a startup or high-growth environment is an asset
