Role Overview
Lattice is seeking an experienced HRIS & Payroll Implementation and Support Manager to lead complex, high-touch implementations and deliver exceptional ongoing client support. This role is pivotal in ensuring a seamless onboarding experience for our clients while maintaining the highest standards of service post-implementation.
Key Responsibilities
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Lead End-to-End Implementations: Manage all phases of HRIS and Payroll implementations — from planning and data migration to configuration, testing, and go-live.
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Client Relationship Management: Serve as the primary point of contact for assigned clients, ensuring smooth platform adoption and addressing their needs.
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Project Management: Develop detailed project plans, track milestones, and update stakeholders on progress.
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Post-Go-Live Support: Troubleshoot issues, assist with customizations, and coordinate resolutions.
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Training & Enablement: Conduct training sessions for administrators and end-users to maximize system adoption.
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Documentation & Process Improvement: Maintain up-to-date implementation guides and continuously refine workflows based on client feedback.
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Cross-Functional Collaboration: Partner with Product, Engineering, and Customer Success teams to improve system performance and client satisfaction.
Qualifications
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Experience: Minimum 5 years in payroll and HRIS implementation, including high-touch client engagements.
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Technical Skills: Proficiency in HRIS/Payroll systems, data migration, configuration, and troubleshooting. Familiarity with project management and ticketing tools is a plus.
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Customer Support Expertise: Strong background in client support with a proactive problem-solving approach.
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Project Management Skills: Ability to manage multiple implementations simultaneously.
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Communication: Exceptional verbal and written communication skills, with the ability to explain technical details to non-technical users.
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Problem-Solving: Strong analytical skills with meticulous attention to detail.
Why Join Lattice?
Lattice is a leading people success platform designed to help companies engage, develop, and retain their teams. We serve over 5,000 global customers — including brands like Loom, Robinhood, and Gusto — with solutions for performance management, engagement surveys, real-time feedback, and career development.
We’re committed to building a culture of inclusion and providing equal opportunity to all applicants regardless of background.