Customer Success Officer

iLLimitado Inc; Makati; On-site; PHP 502,200 - 669,600; Full time

Job summary

A leading SaaS provider in the Philippines seeks a Customer Success Officer to manage client onboarding and implementation of their HCMS. The role involves leading a team, ensuring accurate payroll processing, and maintaining strong client relationships. Applicants should have at least 2 years experience in customer success and software implementation, strong analytical skills, and advanced MS Excel proficiency. Travel for business trips is expected.

Qualifications

• At least 2 years experience leading a team of at least 5 Implementation Analysts.
• Experience in software implementation for SaaS products.
• Familiarity with DOLE rules and regulations.

Responsibilities

• Lead end-to-end implementation of our HCMS for new clients.
• Ensure successful migration of client data into the system.
• Conduct regular check-ins and resolve client issues promptly.

Skills

Customer Success Management

Software Implementation

Payroll Calculation

Analytical Skills

Problem-Solving

Advanced MS Excel

Client Relationship Management

Job description

Key Responsibilities

• Lead endtoend implementation of our HCMS for new clients.
• Understand client payroll rules, HR policies, and existing processes.
• Prepare Excel-based computation backups and validation tools.
• Ensure successful migration of client data into the system.
• Create and manage project timelines to ensure smooth and timely onboarding.

Client Onboarding & Implementation

• Lead endtoend implementation of our HCMS for new clients.
• Understand client payroll rules, HR policies, and existing processes.
• Translate requirements into accurate system configuration.
• Prepare Excel-based computation backups and validation tools.
• Ensure successful migration of client data into the system.
• Create and manage project timelines to ensure smooth and timely onboarding.

Payroll Automation & Validation

• Set up and automate payroll rules on our HCMS based on client requirements.
• Cross-check automated payroll results against Excel validations.
• Identify discrepancies, highlight exceptions, and align with clients.
• Ensure DOLE-compliant payroll rules and updates are applied.

Client Engagement & Support

• Conduct regular check-ins, site visits, and review sessions with clients.
• Resolve client issues promptly and and expedite roadblocks when needed.
• Maintain strong rapport to promote trust, satisfaction, and loyalty.
• Provide ongoing support postimplementation to ensure long-term success.

Internal Collaboration

• Work with internal teams (Product, Payroll, QA, Support) to ensure seamless implementation.
• Communicate client requirements and customization requests clearly.

Other Responsibilities

• Stay updated with DOLE regulations and industry standards.
• Perform other related tasks as assigned.

Job Requirements

• At least 2 years experience as Customer Success Officer in a SaaS Company leading a team of at least 5 Implementation Analyst
• At least 2 years experience in software Implementation
• At least 2 years experience in calculating payroll for multiple clients
• Knowledge of updated DOLE rules
• Advance MS Excel skills
• Willing to travel for business trips to meet clients
• Strong analytical and planning skills
• Excellent problem-solving skills