Customer Success - Implementation Specialist

We’re seeking a detail-oriented and customer-focused Implementation Specialist to help new clients get up and running smoothly on our platform. In this role, you’ll guide customers through onboarding, system configuration, and their first pay period, ensuring a seamless transition from their previous process and quickly realizing value from our product.

This role bridges the gap between sales (or marketing leads) and support, focusing on guiding customers through setup, adoption, and early success.

The Implementation Specialist will be a subject matter expert on our product and a proactive problem solver, using onboarding calls and follow-up outreach to remove friction points that lead to trial abandonment.

Responsibilities

• Customer Onboarding : Drive product adoption and conversion within the assigned book of business by conducting 1:1 onboarding sessions and delivering customized trial setups.


• Customer Outreach: Initially, may require outbound recruitment and ‘selling’ to entice customers to participate in the program.


• Account Setup: Configure account settings and load employees.


• Product Guidance: Provide best practice recommendations by industry and size of workforce.
  Conduct demos and ‘how-to sessions’ to gain customer understanding.


• Proactive Support : Monitor accounts for inactivity, re-engage customers. Answer product questions via email, chat, or video calls.


• Training : Provide training sessions for additional admins, managers, and employees (if necessary) to gain adoption

Required Qualifications

• 2–3 years of experience in customer onboarding, account management, or implementation in a SaaS environment.


• Proven ability to uncover customer needs and align solutions.


• Excellent interpersonal, verbal, and written communication skills.

• Strong presentation skills.


• Experience working with small business clients and simplifying technical concepts.


• Problem-solving mindset with the ability to identify and address adoption blockers.


• Comfortable working with CRM and support ticketing systems

You're wondering, what is OnTheClock?

OnTheClock, founded in 2004, is a Michigan-based SaaS company that provides businesses with workforce management tools, such as time tracking, scheduling, and payroll. Our platform provides employers with a simple way to track employee hours, establish work schedules, and pay employees in one system. OnTheClock has a great culture, and we are looking for like-minded people to offer the best service possible for our customers.

What we look for in you

• Positive - whatever it takes attitude


• Analytical - drills down into data and loves technology, data, and spreadsheets


• Growth Mindset - curious and always learning


• Deep Expertise – You bring a level of skill and insight that elevates our team.


• Build Up Others - teach others as you work


• Results Focused - ability to achieve and prove results


• Culture Fit - Must fit in here at OTC, in line with our values -


• Be A Doer - always looking for new ways to look at data and make recommendations


• Find us on LinkedIn to understand more about who we are

Why Should You Work Here With Us

• Award-Winning Culture - Recognized as a Crain’s Best Place to Work in 2023 & 2024


• Competitive pay plus 401k that includes employer contributions on day 1


• Comprehensive Benefits – 100% paid health insurance, dental & vision (Blue Cross), $100K life insurance, short & long-term disability


• Work-Life Balance – Paid time off + 9 paid holidays


• Perks & Growth – Free company lunch (Thursdays), stocked kitchen, $1,000 annual education support


• Strong Reputation – 4.9-star Glassdoor rating & 4.8-star product review

The finer print

• An I-9 form will be required to be completed at the time of hire to confirm work authorization.


• If you require reasonable accommodation to complete this application, contact [email protected].