The Senior Implementation Specialist serves as both a key executor and a mentor within the Implementation Team—a true player/coach. This role is responsible for leading complex implementation projects, directly managing customer onboarding, and supporting team members through guidance, process evaluation, and coaching. The ideal candidate brings a deep understanding of payroll systems, especially within the construction industry, and plays a central role in driving continuous improvement of our onboarding processes, systems, and customer success strategies.
What you will do:
- Project Leadership: Serve as the lead implementation specialist for high-priority or complex client projects, ensuring smooth, timely onboarding and training experiences.
- Team Mentorship: Guide and coach implementation team members by reviewing work, offering feedback, providing training, and resolving roadblocks.
- Process Optimization: Regularly review, refine, and document implementation procedures, templates, and workflows to ensure consistency, scalability, and effectiveness.
- Cross-Functional Collaboration: Partner with product, engineering, sales, and support teams to align on client needs and internal goals.
- Customer Onboarding & Training: Conduct kickoff meetings, deliver implementation plans, validate data, train clients on system features and construction-specific payroll processing, and track adoption milestones.
- Payroll System Expertise: Apply deep knowledge of payroll systems and construction industry standards (union rules, project-based pay, certified payroll, compliance reporting) to support customers and guide internal teams
- Quality Assurance: Audit implementation projects and training sessions for accuracy and consistency; identify opportunities to improve client experiences and internal practices.
- Training Development: Develop and refine training materials based on evolving client needs, system updates, and feedback
- Risk & Issue Management: Identify and mitigate risks during onboarding, stepping in to resolve escalated customer issues.
- Knowledge Leadership: Stay current on hh2’s SaaS products, updates, and industry best practices; serve as a go-to resource for the team.
- Reporting & Feedback: Track key performance indicators for implementation success and provide insights to leadership on team performance, process gaps, and client needs.
What you will need:
- Leadership & Coaching: Strong leadership abilities with proven experience mentoring peers and junior staff, providing guidance, feedback, and support to drive team success.
- Communication & Presentation: Exceptional oral and written communication skills, able to engage at all organizational levels and present information clearly and effectively.
- Customer Service & Empathy: High level of professionalism, empathy, and patience when working with customers, with a strong focus on satisfaction and relationship building.
- Project Management & Organization: Skilled at managing complex projects, meeting deadlines, and prioritizing multiple tasks in fast-paced, data-driven, and remote environments.
- Problem-Solving & Analysis: Proven ability to diagnose issues, identify root causes, and implement effective solutions with accuracy and efficiency.
- Adaptability & Learning: Quick to learn new technologies, processes, and evolving customer needs; thrives in dynamic environments.
- Industry Knowledge: Deep expertise in construction payroll systems and compliance requirements, including union rules and pay rates, project-based pay structures, certified payroll, and local/federal labor laws.
- Training & Instructional Design: Skilled in developing and delivering engaging training programs, with knowledge of adult learning principles and proficiency in instructional technology.
- Technical Proficiency: Proficient in SQL, APIs, Office 365, Teams, Salesforce, and ticketing systems.
- Education: Bachelor’s degree in a related field or equivalent work experience.
- Professional Background: Experience with payroll processing, payroll system integration, and SaaS environments (construction industry experience preferred).
- Collaboration & Influence: Demonstrated ability to coach and influence cross-functional teams, working independently or collaboratively to achieve goals.
- Self-Motivation & Work Ethic: Highly motivated, flexible, and self-sufficient, with outstanding organizational skills and attention to detail.
Benefits & Perks
- Competitive compensation
- Generous PTO policy
- 401(k) matching program
- Fantastic medical, dental, vision & life insurance coverage
- Be part of a fast-growing company with a strong mission and innovative products
- Work in a collaborative, remote-friendly environment that values initiative and creativity
- Make a significant impact by shaping the future of our partner ecosystem
ABOUT hh2
For over two decades, hh2 Cloud Services has been the go-to back-office platform for the construction industry. We make running a contractor’s business smoother, handling everything from time entry to HR management with ease. With hh2, contractors can ditch the paperwork and focus on building. Our solutions simplify operations and boost efficiency; all tailored to the unique needs of construction.
INVESTORS
Founded in 1990, Capstreet invests in lower middle market software, tech-enabled services, and industrial business services companies. With over 45 platform investments and over 200 add-on acquisitions since inception, Capstreet's investment strategy is focused on utilizing its Capvalue FrameworkTM to accelerate growth and profitability and create long term sustainable businesses. The majority of Capstreet's investments have been with founder- or entrepreneur-owned businesses.