Job Description

Job Summary
The SBS Implementation Specialist is responsible for managing the onboarding process of new small business clients into the companys Human Capital Management (HCM) platform. Serving as the first point of contact during implementation, this role ensures a seamless transition by delivering exceptional client experience through inbound interactions, clear guidance, and hands-on training.
The specialist builds strong client relationships, sets clear expectations, and empowers business owners to confidently manage their payroll using the RUIN platform. This position plays a critical role in creating a lasting first impression and ensuring client satisfaction, retention, and long-term success.
Key Responsibilities
Serve as the primary point of contact for new clients during the onboarding and implementation process via inbound calls and virtual sessions
Deliver a high-quality onboarding experience that creates a strong and lasting first impression
Guide clients through system setup and configuration of payroll within the RUIN platform
Educate business owners on payroll fundamentals and platform navigation to ensure self-sufficiency
Conduct interactive product demonstrations and walk-throughs tailored to client needs
Gather and analyze client requirements to ensure accurate payroll configuration and compliance
Set clear expectations regarding timelines, deliverables, and next steps in the onboarding process
Collaborate with Sales and internal teams to ensure smooth handoff and alignment on client needs
Identify potential issues early and provide proactive solutions to ensure successful implementation
Maintain accurate documentation of client interactions, setup progress, and system configurations
Transition clients smoothly to the Client Services or support teams post-implementation
Build strong client relationships that promote trust, satisfaction, and long-term retention Qualifications
Education & Experience
Bachelors degree in Business Administration, Human Resources, Finance, or related field preferred
24 years of experience in customer onboarding, implementation, payroll, HR, or SaaS environment
Experience handling inbound calls in a client-facing or customer support role is highly preferred
Background in payroll processing or Human Capital Management systems is an advantage
Skills and Competencies
Client Engagement & Communication
Excellent verbal and written communication skills
Strong ability to explain complex concepts (e.g., payroll processes) in a simple, clear manner
Customer-centric mindset with a passion for delivering outstanding client experiences
Technical & Functional Skills
Ability to quickly learn and navigate HR/payroll platforms (e.g., RUIN or similar systems)
Strong understanding of payroll concepts, compliance basics, and small business needs
Proficiency in CRM tools, MS Office, and virtual meeting platforms
Problem-Solving & Execution
Strong analytical skills to assess client needs and configure solutions accurately
Detail-oriented with the ability to manage multiple onboarding cases simultaneously
Ability to troubleshoot issues and provide effective resolutions in real time
Collaboration & Adaptability
Ability to work cross-functionally with Sales, Support, and Service teams
Skills & CompetenciesComfortable in a fast-paced, dynamic environment with evolving processes
Strong time management and organizational skills