The Payroll Lead is part of the Client Success & Support team and is responsible for ensuring our new and existing clients have the best possible experience with Namely’s payroll product and services.

On a daily basis, the Payroll Lead will be the escalation point for Client Success and will support the resolution of complex client payroll and tax issues in collaboration with the assigned Client Success contact and the payroll operations and tax departments within Namely. When needed, the Payroll Lead will triage complex client situations between clients, the Client Success team, and various other internal teams, including our Payroll and Tax Operations, the Engineering and Product teams to resolve client questions and escalations (Tier 2 Support).

This role will also be responsible for working with the Enablement Team within Client Success to help strengthen team knowledge on escalations and complex product questions and serve as the Client Success Payroll Practice Lead, with dotted line responsibility as the Payroll Subject Matter expert within Client Success.

Responsibilities  

• Troubleshooting complex questions from members of the Client Success team about payroll and tax and how those items are processed through the Namely Payroll platform and MasterTax. This individual is the payroll and tax expert on the team
• Triaging with the Engineering, Product, and the Payroll and Tax Operations team to work through issues and identify the resolution while always keeping all parties are informed. This person will manage select complex escalations so that Client Success colleagues are able to focus on servicing their client base
• Interacting with clients to understand and resolve their complex payroll and tax inquiries or issues as well as to explain the processes and best practices for incorporating payroll and tax information into the Namely Payroll platform and MasterTax
• Accountable for organizational readiness for new products and features prior to rollout, including ensuring Client Success Consultants are fully trained on new features prior to roll out by partnering with Product Enablement Consultants to determine what needs to be communicated to the team and clients
• Managing multi-client impacting escalations (i.e. bugs and other critical platform issues), including liaising with Product and Engineering teams to ensure resolution, collaborating with leadership on client outreach or communication requirements, and updating the Client Success team
• Recommending feature and tool prioritization with Product and Engineering in periodic meetings. Prioritization is based case management data, client impact analysis and feedback from Client Success team members. This includes identifying and prioritizing the top feature requests based on impact for Namely to scale and other key attributes
• Producing a monthly recap and analysis report for CS Leadership that highlights trends in top issues / cases, escalations, and troubleshooting requests for the period in Payroll and Compliance. It will incorporate root cause analysis of these trends as well as recommendations on how to resolve going forward
• Implementing recommendations from monthly recap and analysis report based on CS Leadership feedback and buy-in
• Managing assigned projects with other internal teams, such as Product, when Product releases and other changes require outreach and action for either Client Success or Clients for successful deployment. This includes developing project plans, ensuring key deliverables are completed on time, etc
• Leveraging case management reporting to identify opportunities to improve time to resolution, key product and process gaps, including identification of internal and external training gaps and resources that would improve results
• Participating and leading in internal initiatives and projects aimed at improving the services we offer to our clients

Requirements  

• 5-7 years of experience working within a third party payroll and tax provider (Payroll Service, PEO, ASO, etc)
• Proven experience managing through complex payroll and tax issues
• Track record of cultivating strong relationships with clients by providing the highest level of customer service with uncompromising integrity
• Ability to partner with internal teams to resolve client questions in an efficient and timely manager
• Able to juggle multiple priorities and know when to delegate, and when to take direct ownership
• Ability to effectively prioritize and re-prioritize as needed to meet changing business objectives and requirements
• Business acumen, critical thinking , complex problem solving skills and independent judgment are a must
• Ability to recommend and deploy solutions to solve business problems
• FPC certified

Nice to Haves

• CPP preferred

About Namely

Namely is the first HR, payroll, and benefits platform employees actually love to use. People are at the center of everything we do—from our platform to our staff. Why join us? We believe every company and every employee deserves a great workplace, supported by HR technology they use and love. Most importantly, we believe in giving you the tools you need to do the best work of your career.

We invite you to fill out the EEO survey below as part of our ongoing diversity initiatives at Namely. Your participation in the survey is completely optional and voluntary, and none of the information you provide will be considered in the hiring process or with respect to any employment decision made by Namely. Namely will have access only to anonymized data submitted through these surveys.