Payroll Product Customer Success Manager

POP is building ‘Production out of the box’ - digitising the finding, hiring, managing and paying of all people on all production projects. The Payroll module and service is a new proposition to move towards completing that vision. We want to deliver to the market a revolutionised payroll offering to deliver digital, transparent and compliant payroll for production users.

Role responsibilities

Support building the future of payroll

  • QA and sign off the product and its future iterations - leveraging your experience and expertise in process and compliance to ensure the tool is fit for purpose for the entertainment industry
  • Support the product team on collecting user feedback and supporting on prioritisation of feedback - as well as solution ideation
  • Support the set-up of the internal workflows and tools used to manage / automate in-house and with-client communications as well as process monitoring
  • Work closely with clients to validate or disprove new ideas, feature iterations or issue resolution - being the key link between the client voice and the product development

Support our clients to get the best from the new capability

  • Adapt, iterate and own the process evolution and playbook for supporting clients to onboarding, activate, have weekly support and offboard effectively.
  • Own training and onboarding of clients - including live demo’s, creation of training collateral and new user client support
  • Working closely with production accounts teams as your core user group embedding the new tool within their processes. Leveraging subject matter expertise to ensure clients understand your credibility and capability to build trusted relationships
  • Be on hand to support clients to succeed - both in managing inbound queries, but also in active monitoring of user activation on platform - and stepping in to support where users are not getting the most from the tool
  • Upsell - own the pipeline of future clients, owning demo’s, communication of benefits and helping move clients from a traditional payroll to a salary management mindset

Role requirements

  • Deep experience and expertise - subject matter expert
    • Running medium to large-scale payrolls (production preferred)
      • Tax calcs (including sector specific situations)
      • Understanding of reporting
      • Compliance requirements inc AML
  • Passion for revolutionising a clunky and fragmented process - using technology to solve process challenges
  • Hands on experience working within a payroll business or function, and proven ability to support others to iterate their ways of working within this function
  • Experience in juggling multiple clients with tight deadlines
  • Confidence to own and manage client relationships

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