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Implementation Lead – Payroll

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full-time

Posted on:

Location Type: Hybrid

Location: Munich • Germany

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Job Level

Senior

About the role

  • Own a portfolio of customer implementation projects, ensuring timely go-live and activation.
  • Oversee and support the books of business managed by each Implementation Specialist, ensuring consistent standards and outcomes across the team.
  • Maintain a clear overview of project statuses, risks, and success metrics for both personal and team portfolios.
  • Set clear, measurable expectations for each team member, ensuring alignment with team and company KPIs.
  • Conduct regular 1:1 check-ins to review progress, address risks, and support ICs with action plans for at-risk accounts.
  • Use data and dashboards to monitor performance, identify issues early, and drive timely interventions.
  • Address underperformance promptly through feedback, coaching, and, when needed, formal performance improvement plans.
  • Monitor team performance metrics (e.g., on-time go-live, CSAT) and implement strategies to improve outcomes using data-driven decisions.
  • Serve as the primary escalation point for critical implementation issues, ensuring timely resolution and customer satisfaction.
  • Drive process improvements by identifying inefficiencies and implementing changes that enhance team efficiency and reduce time-to-go-live while improving go-live percentages.
  • Ensure high levels of customer satisfaction throughout the implementation process, measured by CSAT or other feedback mechanisms.
  • Support ICs in delivering a positive, solution-oriented customer experience, addressing concerns early and championing customer needs internally.
  • Balance operational efficiency with a commitment to delivering real value for customers, ensuring both go-live/activation and satisfaction targets are met.
  • Coach team members on project management best practices, customer engagement, and implementation execution skills (including shadowing calls and giving actionable feedback).
  • Measure proficiency against role baselines, identify improvement areas, and track competence coverage to reduce delivery risk and protect continuity.
  • Develop and implement training/enablement to strengthen team capability and readiness for future challenges.
  • Foster a culture of accountability, development, resilience, and continuous improvement.
  • Partner with key stakeholders to remove roadblocks and align on shared goals impacting delivery outcomes.
  • Partner cross-functionally to address systemic challenges, align on priorities, and improve implementation processes end-to-end.
  • Represent the Payroll Implementation perspective in leadership discussions, sharing insights and advocating for team needs.

Requirements

  • Significant experience in customer-facing SaaS/B2B roles (e.g., implementation, consulting, CSM) and people leadership experience.
  • Experience owning and delivering a portfolio of customer projects with predictable outcomes.
  • Proven hands-on German payroll implementation experience and a solid understanding of end-to-end payroll processes (Germany is required; additional countries are a plus).
  • Ability to lead payroll software implementations end-to-end, combining strategic oversight with hands-on execution to unblock the team and de-risk delivery.
  • Strong capability to translate payroll requirements into implementation decisions with a focus on automation and process optimisation, while ensuring accuracy and compliance outcomes.
  • Ability to collaborate effectively with local payroll experts and cross-functional teams where country-specific payroll requirements impact delivery.
  • Strong project management skills.
  • Strong coaching and feedback capability; ability to develop others through mentoring and practical support.
  • Excellent communication, conflict resolution, and ability to simplify complex topics and build trust.
  • Resilient, adaptable, comfortable with ambiguity and change; growth mindset leadership style.
Benefits
  • Receive a competitive reward package – reviewed annually – that includes salary, benefits, and pre-IPO equity.
  • Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years of service.
  • Make an impact on the environment and society with 1 fully paid Impact Day.
  • Receive generous family leave, child support, mental health support, and sabbatical opportunities.
  • Regular company gatherings for meals, cultural initiatives, and events such as local Summer Sessions and year-end celebrations; healthy snacks, drinks, and a weekly catered lunch are provided.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaSB2Bpayroll implementationproject managementdata analysisprocess optimizationcustomer satisfaction metricsperformance improvement plansKPI alignmentautomation
Soft Skills
coachingcommunicationconflict resolutionmentoringadaptabilityresilienceleadershipteam collaborationcustomer engagementtrust building