OneSource Virtual

Operations

• Create, improve, and streamline Customer Office processes, focusing on scalability and driving outcomes for both our customers and the Customer Office organization.
• Own the Customer Office technology stack strategy, including end-to-end ownership of Planhat, to continuously configure, optimize, and evolve the system to align with Customer Office and broader business strategy.
• Design and maintain customer lifecycle stages, health scores, playbooks, alerts, dashboards, and automated workflows within Planhat to enable proactive engagement, risk mitigation, and growth.
• Define, monitor, and continuously evolve Customer Success KPIs, health metrics, and leading indicators using Planhat and supporting systems.
• Leverage data and insights to identify operational gaps, prioritize initiatives, and measure the impact of Customer Success programs on retention, expansion, and overall customer health.
• Provide executive-level insights and recommendations to Customer Office leadership based on trends, risks, and performance.
• Partner with Systems, Data, Operations, and IT teams to ensure accurate integrations, strong data hygiene, and reliable reporting & workflows across CS tech stack (ex. Salesforce, Planhat, etc.)
• Drive and govern Planhat adoption across Customer Success teams through embedded workflows, clear standards, accountability, and measurable usage.
• Partner cross-functionally with Product, Operations, Enablement, and other internal teams to drive continuous improvement of the end-to-end Customer Experience.
• Develop and maintain operational documentation, SOPs, and execution guides that support consistency, clarity, and scalability across the Customer Office.
• Own the Customer Office Operations roadmap, balancing short-term business needs with long-term scale and strategic priorities.
• Lead complex, cross-functional operational initiatives as needed, closing gaps and addressing evolving business needs.

Senior Manager, Customer Office Operations

Account Executive

• Be a key player in OSV’s field sales team to drive add-on business sales into existing OSV accounts.
• Drive complex sales cycles to closure utilizing internal teams of Marketing, Business Development, Solution Consulting, Legal and Executive Leadership.
• Implement value-selling processes alongside a wealth of knowledge of Workday’s products and corresponding OSV Services.
• Use experience and consultative selling skills to initiate long-standing relationships with prospective customers and executive sponsors.
• Employ effective selling strategies to successfully position outsourcing in the areas of Payroll, Benefits Administration, HR and Finance.
• Understanding of the strategic competitive landscape and customer needs so you can effectively position Workday and OSV solutions within prospective accounts.
• Engage in and maintain the OSV Customer Relationship in coordination with Customer Success Manager.
• Maintain accurate and timely customer, pipeline, and forecast data.
• Continuing maintenance of accurate Salesforce data.
• Responsible for managing and overseeing the contract sales initiatives in assigned territory.

Account Executive, Customer Base

Customer Success Manager

• Handling overall responsibility for managing the customer relationship.
• Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products and services.
• Acting as a liaison between the customer and varying OSV service delivery areas.
• The focus is ensuring services adoption and capturing feedback.
• Developing success plans for customers that outline their critical success factors, metrics and measures for success, potential issues, and provide recommendations.
• Prioritizing and driving resolution on escalated customer challenges.
• Promoting opportunities for two-way communication.
• Monitoring and facilitating the customer’s adoption of OSV services and solutions, as well as adoption of the workday technology.
• Leveraging customer relationships as needed for prospect references.
• Keeping customers informed of process and procedural changes.
• Demonstrate competency in the Workday product suite - Financials, HCM, and Payroll.
• Work with the client project manager and executive team to identify/resolve all issues that could impact satisfaction.

Senior Customer Success Manager

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Account Executive – Financials

• Serve as a OneSource Virtual BPaaS (Business Process as a Service/Outsourcing) expert related to the OSV Workday Benefits Administration, Workday Payroll, Tax & Garnishment Administration Services and Workday Accounts Payable Administration Services
• Lead functional and process related discussions (conference calls, on-site presentations) alongside the Sales Account Executive
• Alongside the Account Executive, incorporate value-selling processes alongside a wealth of knowledge of Workday’s products and corresponding OSV BPaaS Services
• Contribute functional and process related knowledge in response to RFI / RFP documents

Solutions Sales Consultant

Human Resources

• Respond accurately and timely to incoming written and telephonic Tier 1 and 2 inquiries for Workday Access/Navigation, Benefits and/or general HR
• Properly utilize knowledge base to research and provide responses in an efficient and timely manner
• Escalate to Account Manager or Pod Manager when knowledge base or tools are insufficient to satisfy inquiries
• Provide professional and timely service to internal audit requests
• Participate in work intake reviews to further automate audit activities and reporting
• Timely and efficient communication to leadership of any issues relating to audit
• Assume other duties as assigned by Manager

Benefits Specialist

• Respond accurately and timely to incoming written and telephonic Tier 1 and 2 inquiries for Workday Access/Navigation, Benefits and/or general HR
• Properly utilize knowledge base to research and provide responses in an efficient and timely manner
• Escalate to Account Manager or Pod Manager when knowledge base or tools are insufficient to satisfy inquiries
• Provide professional and timely service to internal audit requests
• Effective communication skills via telephone, email and in-person
• Participate in work intake reviews to further automate audit activities and reporting
• Timely and efficient communication to leadership of any issues relating to audit
• Participate in ongoing training relative to the functional area
• Form strong partnerships within the department and organization
• Identify and document areas of improvement or innovation through process change or automation
• Meets or exceeds all performance standards

Bilingual Benefits Specialist

• Respond accurately and timely to incoming written and telephonic Tier 1 and 2 inquiries for Workday Access/Navigation, Benefits and/or general HR dependent upon support agreement associated with assigned customers.
• Properly utilize knowledge base to research and provide responses in an efficient and timely manner
• Escalate to Account Manager or Pod Manager when knowledge base or tools are insufficient to satisfy inquiries
• Provide professional and timely service to internal audit requests
• Effective communication skills via telephone, email and in-person
• Participate in work intake reviews to further automate audit activities and reporting
• Timely and efficient communication to leadership of any issues relating to audit
• Participate in ongoing training relative to the functional area
• Form strong partnerships within the department and organization
• Identify and document areas of improvement or innovation through process change or automation
• Meets or exceeds all performance standards
• Assumes other duties as assigned by Manager

Bilingual Benefits Specialist – French

Revenue Operations

• Act as an integrating role between sales and various cross-functional areas.
• Manage effective sales communication platforms to streamline sales touchpoints across teams.
• Contribute to the business administration of core sales enablement platforms.
• Manage scaled learning experiences, including onboarding and key enablement initiatives.
• Curate sales communications and establish “rules of engagement” with sales leadership.
• Facilitate quarterly “Growth Team Academy” hosted in Headquarters.
• Ownership of monthly “Growth Team Newsletter”.
• Curate real-time, self-service news within the Seismic NewsCenter platform.
• Foster a culture of knowledge sharing by owning current programs and platforms.
• Coordinate cross-functional contributions to onboarding and GTA programs.
• Establish relationships across sales teams and participate in core sales meetings.
• Support the development and execution of the annual SKO agenda and other sales events.
• Complete projects in a timely manner and communicate effectively.
• Seek professional growth by actively identifying new opportunities for learning & development.

Revenue Enablement Specialist

Accounting Manager

• Own and oversee revenue recognition in accordance with ASC 606.
• Lead monthly, quarterly, and annual revenue close activities.
• Provide oversight and guidance to the Revenue Operations Lead.
• Establish, maintain, and interpret revenue accounting policies, procedures, and internal controls.
• Serve as the primary point of contact for internal and external audits.
• Partner cross-functionally with Sales, Deal Desk, Legal, Billing, and Product.
• Drive process improvements, automation, and system enhancements.
• Support revenue-related financial reporting, disclosures, and management requests.

Revenue Accounting Manager

Payroll

• Provide full end-to-end payroll processing support for OSV’s Managed Payroll customers
• Manage multiple customers with various deadlines in a fast-paced work environment
• Act as named Specialist for Managed Payroll and Payroll Administrative customers
• Manage and respond to cases daily to meet service level agreements
• Troubleshoot quarter and year-end audit reports and make recommendations to customers
• Lead scheduled weekly, monthly, and quarterly client calls.

Payroll Specialist II

• Be a key player in OSV’s field sales team to develop pipeline and drive net new business sales.
• Drive complex sales cycles to closure utilizing multiple internal teams.
• Implement value-selling processes with knowledge of Workday’s products and OSV BPaaS Services.
• Use consultative selling skills to initiate long-standing relationships with prospective customers.
• Employ effective selling strategies in Payroll, Benefits Administration, HR, and Finance.
• Maintain accurate and timely customer, pipeline, and forecast data.

Account Executive – Hunter

• Establishes and oversees payroll operations, processes, and procedures.
• Designs short-term and long-term strategies to achieve continuous improvement and efficiencies in payroll processing and delivery operations.
• Keeps stakeholders informed about the status of payroll laws and regulations and develops implementation plans for required changes to operations.
• Identify and analyze business needs and requirements.
• Create and document processes and procedures relating to daily, quarterly, and annual payroll processing and garnishment processing.
• Manage the timely handling and resolution of customer issues, including handling customer escalations.
• Perform and document Root Cause Analysis and implement remedial procedures to close gaps identified.
• Manage the timely handling and resolution of payroll, garnishment, and tax issues on behalf of customers.
• Work consistently to deliver excellent customer service related to the entire payroll, garnishment, and tax processes.
• Manage HR and Performance Appraisals for employees, including employee 1:1 training, goal setting, and professional development plans.
• Ensure delivery of high-quality services and products to clients.
• Manage audit tasks and controls required for the annual review period.

Senior Director, Payroll Operations

• Processes payroll settlements in client’s Workday application
• Settles on-demand payments as requested
• Maintains client-specific support documentation
• Responsible for managing daily control reports
• Performs Treasury exceptions

Payroll Processor

Product Manager

• Build financial enterprise business applications
• Analyze project requirements and recommend solutions
• Provide input into product roadmaps and manage product backlog
• Support service delivery and client relationships
• Work with client engagement teams to foster innovation
• Contribute positively to team environment and culture