Program Manager, Customer Excellence

SwipeClock is a leading provider of human resource management solutions for small business is looking for a skilled program manager who is ready to take over an established end user training program for our simple, affordable, human resource management applications.

Founded in 2001, SwipeClock provides HRMS solutions to over 30,000 small business across North America supporting over 1MM employees at those organizations.

With a strong customer first culture, we are looking for an individual with technical depth, customer empathy and experience in either software implementation or software customer support. As the Customer Excellence Program Manager, you will work with the implementation team to ensure new client accounts are configured correctly and that all users have been trained in basic system utilization. This 45-day program is designed to get the customer self-sufficient by teaching them to leverage our knowledge base, how and when to open support tickets, and review the basics of the system for daily use. The goal of this program is to develop early wins and referenceable customers and prepare them for handoff to our Customer Success Support team.

A successful candidate will be a self-starter and a contributor that excels at dealing with ambiguity. Team player is a must as this role bridges the gap between implementation and technical support. Ideal candidates will possess a strong attention to detail, a reputation as someone who focuses on the customer, brings simplified solutions to complex problems and completes projects on time.

Primary Tasks

• Ability to handle multiple projects simultaneously
• Work side by side with implementation team to ensure smooth application on boarding experience
• Learn SwipeClock's native scripting language to customize application features
• Review and troubleshoot account issues during program period
• Train users to be support self-sufficient using SwipeClock's Knowledge Base
• Train users how and when to open support tickets
• Continue to evolve the program to include new products and features available in the SwipeClock Human Resource Management suite of products

What We're Looking For:

• Direct experience managing SaaS software implementation or other customer facing projects
• Strong emphasis in high volume project management
• Good interpersonal skills and the ability to work under pressure
• Desire and willingness to learn
• Excellent organizational and time management skills
• Experience in payroll industry a plus

Position Requirements

• 2 years of experience in software industry
• 1+ years of project management experience
• 1+ years of experience required in developing and driving complex customer and/or partner programs.
• Track record of developing strong, collaborative customer relationships that result in long term, referenceable clients
• A solid knowledge of how to execute high-touch customer programs leading to successful customer engagements
• Ability to multitask and manage multiple moving parts, while actively prioritizing activities and deliverables
• Ability to work independently in highly ambiguous environments, with both technical and business groups internally and externally
• 1+ years experience with Salesforce.com or other CRM application