Customer Advisory Manager - Payroll Practice

Who we are…
ELMO Software is the pre-eminent provider of Cloud HR, payroll and expense management solutions in Australia, New Zealand and the United Kingdom.
More than 3,000 customers benefit from automating fragmented HR processes with an all in one platform that manages the employee lifecycle from “hire-to-retire”.
With more than $100 million in annualised recurring revenue (ARR), ELMO is one of the largest and fastest growing cloud-software businesses in the region.
Life & Culture...
At ELMO you will be joining an epic team with the opportunity to make a big impact. We foster an authentic, collaborative, fun working environment and being an ELMOnian means you're part of an amazing team that will push you to grow, support you with challenges and let you shine.
Recently, we have been awarded by WRK+ one of the 2022 Best Places to Work!
Please note: Our internal Talent Acquisition team has got this covered, we're not open to using an agency for this role.
Job Description
The Customer Advisory Manager - Payroll Practice (CAM) represents the ELMO suite to our new and existing customers. CAM is required to work closely with customer teams to design solutions that will enable customers to take best advantage of ELMO Payroll offerings. The CAM will conduct customer interviews and/or workshops to research, design and propose solutions to meet business objectives and optimize clients usage and adoption of ELMO Payroll offerings and services.
The CAM is responsible for promoting customer satisfaction and will play a pivotal role in assisting the deployment and adoption of ELMO payroll offerings and service.
Customer and Stakeholder Management:

• Develop and recommend solutions to the current state of customers Payroll Practice.
• Recommend newer and improved methods, systems, procedures or changes to Payroll Practice.
• Make these recommendations through in-person presentations or in written format.
• Interview stakeholders and observe what is going on in the business to understand what kind of changes are needed
• Gather data and organize information about the current Payroll Practice that has to be solved or a method that has to be improved.
• Discuss, provide feedback and follow up with the customer management team to make sure the recommendations for changes are working.
• Proactively asses, clarify, and validates customer payroll needs on an ongoing basis.
• Articulates the ELMO offering (HR and Payroll Solutions) and contextualising the message to suit the audience.
• Adopts a solution focused approach with the ability to conduct root cause analysis and use critical thinking to analyse user needs.
• Excellent customer meeting facilitation skills with the ability to prepare for and lead a focused meeting, ensuring participants are engaged throughout.
• Take responsibility for delivering high-quality customer-focused services including consultation, platform optimisation, system configuration and training to assist customers on maximising return on investment.

Technical Expertise and Support

• Demonstrate advanced level understanding of the payroll compliance and platforms and act as a trusted SME across the business.
• Undertake objective, critical analysis to draw accurate conclusions that recognise and manage contextual issues.
• Able to provide answers and solutions to queries and/or customer requirements, whilst in meetings with customers relating to payroll compliance and practice.
• Understands integration methods between payroll platforms, ELMO and 3rd party systems.
• Engages with the ELMO Product team to provide feedback coming from customers.
• Able to translate the customer need to a technical application and solution.
• Ability to articulate and translate complex requirements into system functionality concepts for customer understanding.
• Stay up to date with ELMO payroll platforms releases and enhancements and how this will impact on customer solutions and practices.
• Ensure compliance with ELMO Information Security privacy policy and procedures.

Payroll Compliance Practices

• Provide advice to customers around Tax practice relating to PAYG, Payroll Tax and other tax obligations relating to their payroll.
• Educate and guide customers regarding their compliance practice relating to Superannuation, Kiwisaver, industrial instruments and LSL legislation practices.
• Identify and guide customers to adopt best practices for managing payroll operations and mitigate business risks.
• Stay up to date on relevant compliance changes and practices in AU and NZ.
• Facilitate training programs for customers relating to payroll practise with ELMO platforms.

Desired Skills and Experience
Positional Qualifications, Attributes and Skills:

• Obsess over customer service and helping people thrive.
• Demonstrate 4 to 5 years experience in assisting customers with transformation of Payroll Practice. In house or Outsourced.
• BAS License certification is required to facilitate compliance advice.
• Expertise in Employment Law for AU and/or NZ.
• Previous experience with Payroll practice management and software implementation.
• Ability to demonstrate time management skills in order to meet tight deadlines and complete projects on time.
• Demonstrate great communication skills, both verbal and written and ability to liaise with C-Suite.
• Solutions oriented - Each situation is unique which requires critical thinking & problem solving mindset
• Ability to source, consolidate and interpret multiple sources of information and communicate their findings to the customers management team.