Customer Success

About Darwinbox:

Darwinbox is Asia's fastest-growing HR technology platform, designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation. We are the preferred choice of 1000+ global enterprises to manage their 4 million+ employees across 130+ countries.

Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: Nivea, Starbucks, DLF, JSW, Adani Group, Crisil, CRED, Vedanta, Mahindra, Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS Facilities Management, VNG Corporation, and many more.

Our vision of building a world-class product company from Asia is backed by marquee global investors like Microsoft, Salesforce, Sequoia Capital, TCV, KKR, and Partners Group.

Job Description:

We are looking for an experienced Payroll SME with deep domain expertise and a passion for building intuitive, customer-first payroll solutions. You will work in a fast-paced SaaS environment, partnering with product managers, engineering, and design teams to craft and roll out scalable payroll products aligned with our vision. Your insights will help shape solutions that cater to the unique compliance and operational needs of the market.

Responsibilities:

• Lead the accurate and timely processing of payroll implementation projects, ensuring seamless delivery for clients and efficient coordination within the payroll team.
• Serve as the primary point of contact for clients, expertly managing expectations and providing comprehensive updates on project progress.
• Oversee the collection and analysis of payroll requirements, translating these into detailed system specifications for successful implementations.
• Demonstrate advanced expertise in the implementation and support of Philippines payroll systems, with an added advantage of global payroll experience.
• Exhibit extensive domain knowledge of global payroll, HR, and benefits systems.
• Maintain an in-depth understanding of statutory policies applicable in the Thailand, ensuring compliance in all payroll operations.
• Efficiently manage complex and high-volume payroll operations, optimizing workflows and enhancing overall efficiency.
• Execute and adjust strategic plans with a high degree of independence, ensuring alignment with organizational goals.
• Proactively initiate and implement innovative process improvements, driving operational excellence.
• Communicate clearly and effectively through verbal, written, and non-verbal methods across all levels of the organization.
• Provide leadership in configuring and testing integrations between Darwinbox and other third-party solutions, ensuring seamless system interoperability.
• Recommend best people practices aligned with client business needs
• Assist the product implementation team during the implementation process in coordination with the client teams to ensure successful 'go-live'(at the customer site if required)
• Support clients to resolve queries on Payroll, as and when required.
• Testing and developing new enhancements for the payroll module and coordinating with the development team
• Resolve problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Requirements:

• In-depth knowledge of Thailand Payroll with an experience of at least 12-15 years in payroll implementation/support
• Good understanding of statutory compliances of the country
• Proven ability to work and effectively communicate with C-level executives and line of business representatives.
• Proven ability to understand client pain points and propose solutions.
• Excellent communication and interpersonal skills.
• Strong analytical skills for problem-solving and proposing resolutions.
• Effective time management skill
• Client handling and payroll system implementation (Transition)