Mandarin Customer Implementation Specialist

Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce. There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive.

Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.

Grow With Us

We are looking for a full-time, dedicated, and passionate individual to join our growing team. This person will be a core member of our customer success team, and will be well-positioned to succeed -  the entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!

You will primarily lead new client onboarding for mid/large-sized clients which lasts the first 60 to 90 days. To do this, you will ideally have empathy for people, can explain concepts clearly and concisely both via email and via video calls, are tech savvy, and have the ability to ask probing questions. You will be measured on how successful clients get onboarded to Workstream, which is quantified as the activation rate.

Because many of our clients are Mandarin-speaking, proficiency in Mandarin (both verbal and written) is required. The ability to also communicate in Fukien is a plus.

Day in the Life

• Define and maintain the implementation program for our mid and large clients, including timeline, stakeholders and key deliverables (including on the part of the customers), and technical requirements.
• Help define, track and achieve key performance indicators for the implementation process
• Own the implementation process for assigned accounts which include: successful implementation and training of the software to drive adoption by new clients.
• Setting healthy expectations with clients 
• Actively communicating with Account Executives and Customer Success Managers regarding client progress
• Assisting with high severity requests or issue escalations as needed
• Participating in cross-functional groups to establish enhancements to communications, tools and products
• Lead 3 to 4 kickoff calls daily with new customers, which are 45-min calls to understand client needs, and train new clients on the ins-and-outs of our software.
• Oversee complex process design and setup.
• Be an expert in Workstream, so you can guide new users and answer their questions.
• Keep track of client activity, notes, and next steps clearly in our success software.
• Conduct training for users. Develop training manuals and processes as needed to ensure users can grasp key ideas and adopt key features.
• Leverage feedback for continuous improvement to the onboarding process
• Learn from your assigned clients to build and maintain templates
• Designing programs, both high and low touch, that are meaningful to our customers and help them realize value from their relationship with Workstream

Who You Are 

• You love working with customers, and thrive in delighting customers
• A project manager: there are many moving pieces and multiple stakeholders to manage within the customer and Workstream in order to help a customer go live successfully.  
• Detail oriented
• Must be fluent in Mandarin and English both verbal and written. Able to effectively communicate and build relationships with global colleagues and customers.
• A good communicator, both verbal and written. Able to explain complex concepts clearly and concisely
• Entrepreneurial, hungry, passionate and tech-savvy
• Someone with a long-term vision of working and growing with a Silicon Valley based technology startup and stay with the team for at least 2 to 4 years
• Empathetic to customer needs
• Must be willing to report to the office up to 4x a week
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You Have

• Customer facing implementation experience: At least three years of experience onboarding n